Business Technology Services | Support Specialist

Business Technology Services | Support Specialist

Business Technology Services | Support Specialist

Philadelphia Regional Office

EDUCATION REQUIREMENTS

High School Diploma or Equivalency required.

Bachelor's degree is preferred, or an Associate's degree with 2 + years of relevant experience

WORK EXPERIENCE

Two to four years of IT experience is required.    

SUPERVISORY REQUIREMENTS

None

JOB STATUS/OFFICE LOCATION

Full-Time, Permanent, Non-exempt (hourly)

Position located in Philadelphia

• Position reports to the Systems and Network Admin, Supervisor II

QUALIFICATIONS

Primary duties include monitoring and resolving Helpdesk tickets. Excellent customer service and troubleshooting skills are required; Must be able to move computers, servers, monitors, or other equipment as needed; Must have the ability to deal with fast-paced work environment and be able to multi-task and make judgment decisions to adapt to changing situations.

Knowledge of, and ability to troubleshoot Windows based computers, tablets, multi-function printers, mobile devices and other standard office equipment; understand the fundamentals of printers and printer installation, desktop maintenance, wireless networking, and anti-virus/end-point protection software. Experienced with Office 365 applications including Teams and Sharepoint.

Strong interpersonal and written and verbal communication skills; capable of following verbal and written instructions; and interacting positively with all levels of staff and leadership. Ability to learn new technologies and skills as needed with minimal supervision. Experience using a helpdesk ticketing system and providing detailed documentation. Strong teamwork with ability to collaborate on projects and provide remote support as needed.

Experience and basic understanding of foster care system/social service organizations a plus.

RESPONSIBILITIES:

• Identify, track and resolve issues reported to Helpdesk with detailed documentation of issues and resolution.
• Provide support and assistance for agency systems including Office 365 applications and enterprise software, end user devices (laptops, desktops, cellphones, tablets, desk phones), office equipment (printers, scanners, servers, switches), computer labs and other business technologies that support the agency’s operations.
• Assist BTS team with various department responsibilities including equipment maintenance, managing inventory, identifying hardware/software needs, coordinating and installation of new software and upgrades
• Setting up and maintaining staff Photo IDs and Security Access swipe cards/FOBs
• Working knowledge of audio-video equipment and support.
• Utilize inventory tracking tools to accurately manage inventory of all hardware and software.
• Escalate problems when necessary to other BTS staff or responsible vendor for resolution
• Working closely with Systems and Network Administrator and BTS Director to ensure the success of daily operations
• Ability to protect and keep confidential any information that may be accessed in the performance of normal duties
• Attend technical or other position-related training(s) at least once a year for professional development

REQUIREMENTS

• Valid Pennsylvania Driver’s License
• Registered and insured vehicle
• Certificate of Insurance for vehicle
• Valid PA Inspection (even if vehicle is registered in another state)
• Valid/Clean Motor Vehicle Record
• Current Act 33, Police Clearance and FBI Clearance
• City/County travel

This position reports to the Systems and Network Administrator, Supervisor II

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A Second Chance is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religious; national origin or ancestry; sex; gender identity or expression; sexual orientation disability; marital status; familial status; age (40 or over); or use of a guide or support animal because of blindness, deafness or physical disability of any individual or independent contractor or because of the disability of an individual with whom the person is known to have an association; or on any other basis prohibited by federal, state, or local law.

Qualifications