POSITION DESCRIPTION

POSITION TITLE: Technology Support Specialist
PAY RANGE/GRADE: $60,000 - $70,000 (Commensurate with Experience) /Grade 5
The compensation listed is the current salary range for the position. Final offer may be determined by multiple factors including but not limited to, qualifications, skills, experience, and other relevant factors.
ESSENTIAL FUNCTIONS: The Technology Support Specialist assists in the performance of the day-to-day operations of the Technology Department under the direction of the Director of Information Technology. In general, the Technology Support Specialist will be the first point of contact for all helpdesk inquiries. In all instances, the Technology Support Specialist must perform in accordance with and be committed to the Bickerdike mission.
The position requires the ability to plan, organize, and execute tasks; analyze information, make informed decisions, use critical thinking and reasoning skills, and monitor and regulate behavior and emotions. Read, review, comprehend, evaluate, and interpret technical materials, research issues, report on technological data, plans, and studies.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable persons with disabilities. While performing the duties of this job, the employee is regularly required to talk or hear, sit, use hands, reach with hands and arms, stand, walk, lift and/or move up to 50 pounds.

QUALIFICATIONS

Minimum of 4 years of related experience. Associate’s Degree in Information Technology or Computer Science required, Bachelor’s Degree preferred. CompTIA A+ Certification, ITIL or MCDST certification preferred. Must possess excellent communication (written & oral), interpersonal, customer service and organizational skills. Must have access to a car, valid driver’s license and auto insurance for field work. Familiarity with Server Management, IP Networking, Active Directory management, Android environment, Firewall, Windows environment, and troubleshooting Desktop related issues a plus.
Must be willing to work flexible hours. Must have access to a car, valid driver’s license and proof of insurance for field work. Chicago northside residents within the communities we serve, preferred.
REPORTING RELATIONS: This position reports to the Director of Information Technology and in the absence of this supervisor, shall report to the Vice President of Administration and Operations, or as assigned.
POSITION CLASSIFICATION: Non-Exempt

1. Assist the Director of Information Technology with the assigned day-to-day functions of the technology needs of the organization; including, but not limited to: Desktop support, cell phone management and troubleshooting, printers and copier support, technology inventory management, Active Directory management, and Server Management.
2. Support and assist the Director of Information Technology in the replacement and setup of hardware, software, and other systems such as desktops and Laptops, as directed.
3. Implement and carry-out a desktop/laptop imaging system for laptops and desktops, in conjunction with the Director of Information Technology.
4. Assist with the creation and management of technology inventory, including but not limited to: hardware cables, old laptops, desktops, phones and server area. This includes creating an inventory schedule for pickup and disposal.
5. Organize and maintain IT resources throughout the organization, at the direction of the Director of Information Technology.
6. Ensure that all Windows updates and patching are run on the laptops/desktops of all users of the organization.
7. Ensure the timely order placement and installation of toner for all copiers, and printers of the organization and carry-out recycling of old toners as required, in coordination with the Director of Information Technology.
8. Ensure the management, set-up and troubleshooting of company issued cell phones including the MDM application, in coordination with the Director of Information Technology.
9. Ensure proper preliminary cable and networking management as assigned.
10. Manage and troubleshoot all helpdesk ticketing system and emails and escalate any unresolved issues to the Director of Information Technology as needed.
11. As a member of the Administration team, assist in the coordination of organizational events including, but not limited to: annual meeting, annual retreat and staff meetings.
12. Perform other duties as assigned.