Information Technology Support Specialist

Spring Dell Center, Inc.•La Plata, MD

2d•Onsite

About The Position

The Information Technology Support Specialist will be responsible for monitoring, troubleshooting, and escalating problems for various on-premises and cloud-based systems, as well as third-party applications and services. This role involves evaluating and performing maintenance on hardware, software, and networks to ensure optimal performance and security across all agency sites. The specialist will also be involved in learning and understanding the operations and systems across all departments to ensure positive workflow, documenting IT processes and procedures, and managing the deployment and inventory of endpoint items. Additionally, the position requires collaboration on troubleshooting internet and cable TV services, assisting with the PBX phone system, and administering Microsoft 365 Applications. The role also includes configuring hardware and software, maintaining technology to industry standards, communicating effectively with staff about IT issues, and collaborating on technology projects. A key part of the role is providing IT training to new hires.

Requirements

High School Diploma or GED
An A+ Certification or equivalent experience
Perform physical activities such as: lifting, pushing and pulling
Clean Driving Record with 2 years driving experience
Demonstrate sound time management and dependability
Excellent communication skills (written and verbal)
Proficient in Microsoft Office Applications
Advanced Computer Skills
Demonstrate the ability to identify, troubleshoot & resolve problems, make timely decisions
Demonstrate sound time management and dependability
Ability to perform multiple tasks at once and to work independently
Adapt to change; ability to be flexible with duties and hours
Ability to convey a professional attitude that promotes leadership, teamwork, and promotes a healthy work environment

Responsibilities

Monitor, troubleshoot, and escalate problems accordingly to appropriate resources for all of Spring Dell Centers’ various on-premises and cloud-based systems, as well as third-party applications and services
Evaluate and perform all maintenance of hardware, software, and networks for optimal performance and security at all Agency sites’
Learning and understanding Spring Dell Center’s operations and systems across all departments to ensure positive workflow
Effective Documentation of IT processes and procedures
Receiving and deploying ordered endpoint items (laptops, RAM, monitors, speakers, webcams, AC adapters, WiFi adapters, etc.) and inventory
Collaborate troubleshooting of all sites’ internet & cable TV services and communication with those vendors
Assist in the maintenance and administration of Spring Dells PBX phone database system and communication with the vendors
Responsible for monitoring, maintaining, and troubleshooting Spring Dell’s IT hardware
Administration of Microsoft 365 Applications and Admin portal
Configure hardware and software to work on Spring Dell Centers Networks
Responsible for maintaining Spring Dell Centers hardware and software technology to align with industry standards
Communicate effectively with Spring Dell Staff on issues that may cause interruptions to work processes
Collaborate with Staff on computer and technology projects such as technical designing of documents and setting up of office spaces for meetings and webinars
Instruct new hire orientation training modules for IT training
Ensure quality control; look for ways to improve and promote quality
Provide portions of a Quarterly report to the Systems Administrator to submit to the Executive Director
Initiate and implement goal planning as part of the SDC strategic planning process
Assure availability to make presentations to the Board of Directors as requested
Attend conferences, workshops, and computer-related training
Comply with Agency Policies and Procedures.
Support the Agency’s Mission, Goals and Values.
Ensure new employees are familiar with the Agency’s Computer Operating Policies
Maintain Accountability to the Systems Administrator
Acquire and maintain all required certifications, as needed.
Attend all added meetings, training courses, and in-services as determined by the System Administrator; adjusting schedules outside of normal work hours, as needed. Travel may also be required.
Exhibit active involvement on a minimum of one outside agency committee
Provide instruction for at least one agency mandated training and/or join one or more agency committees.
Participate in agency functions and fundraisers, encouraging involvement from all staff.
Perform duties and responsibilities as required within the scope of the position.