PC Support Specialist

KENCCID•Philadelphia, PA

11d•$48,000 - $52,000•Onsite

About The Position

The PC Support Specialist addresses and resolves inquiries from agency staff, runs diagnostic programs to identify problems, and researches issues that may require additional support. The specialist trains users on agency equipment and technical systems, creates documentation, and oversees technical information, including time-keeping software and the electronic health record system. The role also administers network system accounts and devices used by agency staff in community homes and the office. The PC Support Specialist reports to the IT Systems Director. The role maintains information systems, identifies and resolves network issues, prepares, deploys, and repairs computer equipment and related devices, and assists users with software installation. It tracks support requests and completed tasks, maintains an accurate agency asset inventory, coordinates vendor accounts and inquiries, serves as the main contact for the Integrated Alarm specialist, and helps ensure technology equipment and higher-priced consumer purchases are properly located at agency homes. It also reviews and files messages in the KenCCID group technology email account and ensures necessary actions are taken. The specialist demonstrates and trains staff on IT hardware and software, provides on-site training and remote support where possible, maintains ongoing staff training, and conveys staff feedback and feature requests to the IT Systems Director. The role updates training materials, assists with driver safety training administration and documentation, and coordinates with the Fleet Manager to relocate vehicles when needed, including for repairs. Work is typically performed in an office environment, with some expected travel to staff sites. The employee must be able to train staff on system functions and work independently as well as collaboratively.

Requirements

Minimum three years of experience in information technology or systems fields.
Ability to interact with departmental staff and direct care staff.
Analytical ability and problem-solving skills.
Computer literacy and technical knowledge proficiency.
Strong written and oral communication skills.
Strong interpersonal and team-building skills.
Attention to detail and accuracy.
Ability to train staff members on system functions.
Ability to work independently and collaboratively as part of a team.
Ability to travel to staff sites as needed.

Nice To Haves

Certificate or associate degree preferred.

Responsibilities

Perform regular maintenance to ensure information systems operate as expected.
Identify and resolve issues that may affect network operations.
Prepare, deploy, and repair computer equipment and related devices.
Assist users with software installation.
Maintain a log of support tasks requested of the department and track their completion.
Maintain an accurate, up-to-date inventory of agency assets.
Coordinate with Comcast and ADT to keep agency accounts up to date and act as a liaison for agency inquiries.
Serve as the main point of contact for the Integrated Alarm specialist and troubleshoot related issues.
Coordinate with programs to ensure technology equipment is properly located at homes.
Audit and verify that higher-priced consumer purchases are present in homes as expected.
Review and file emails in the KenCCID group technology email account and ensure necessary actions are taken.
Demonstrate IT hardware and software to familiarize organization members with its use.
Deliver on-site training and remote support where possible.
Ensure staff members receive ongoing training.
Record staff feedback and feature requests and communicate them to the IT Systems Director for discussion and assessment of potential improvements.
Update and improve training materials to incorporate beneficial new software features and modules.
Assist the Fleet Manager with driver safety training administration and provide training documentation to the agency’s Training Coordinator.
Coordinate with the Fleet Manager to relocate vehicles at sites or when necessary for repairs.
Address and resolve agency staff inquiries, diagnose problems, research issues, and provide technical training and documentation.
Administer network system accounts and devices used by agency staff in community homes and the office.