User Support Specialist - IT

Philadelphia Corporation for Aging • Philadelphia, PA

2d • Onsite

About The Position

A private nonprofit organization founded in 1973, Philadelphia Corporation for Aging (PCA) is a large agency that is part of the Area Agency on Aging (AAA) nationwide network. Founded as a result of the federal Older Americans Act, the AAAs are mandated to “facilitate the area-wide development and implementation of a comprehensive, coordinated system for providing long-term care in home and community-based settings, in a manner responsive to the needs and preferences of older individuals and their family caregivers.” PCA carries out this mission through advocacy, stewardship of public funding, planning, development and administration of programs, and service coordination.

The mission of PCA is to improve the quality of life for older Philadelphians and those with disabilities and assist them in achieving the greatest possible levels of health, independence, and productivity.

Requirements

• Bachelor Degree in Information Technology or 1-3 years of related experience may be substituted for a degree.
• Valid driver’s license for occasional local travel which may be required to assist with technical issues and delivery of equipment (under 50lbs) to remote Senior Centers and/or Meal Site.
• Microsoft Certified Product Specialist (MCSA/MCSE), Office 365, Azure, and/or the Microsoft Certified System, is desirable.
• VmWare ESX and/or Citrix XenDesktop/XenApp.
• Must have technical knowledge of the Microsoft Windows Desktop 7+, Server 2008+ and MS Active Directory/AD.
• Must have technical knowledge and understanding of wireless controllers, switches and routers, mainly CISCO, Aruba & Meraki.
• Technical understanding of LAN/WAN networking related to peripheral links (S2S/P2S VPN, 3DES, NFS etc.)
• Understanding of remote/wireless communications technologies.
• Must have thorough working knowledge of personal computers/MAC/Mobile – iPad/iPhone.
• Must have background in troubleshooting software and hardware problems.
• Ability to effectively work with all levels of PCA management to drive business, culture, and technology change in a dynamic and complex operating environment.
• Must have background in handling medium to heavy volume of customer calls.
• 1-3 years’ experience in IT Helpdesk / User Support field.
• Ability to consistently and effectively organize and manage large amounts of detail.
• Effectively communicates with all staff within the organization.
• Speaks and writes clearly, presenting technical issues in understandable language.
• Works well under pressure and able to meet competing deadlines.
• Self-starter, able to present unsolicited options, suggestions and opinions.
• Effectively responds to multiple requests for information and assistance.
• Forward, innovative thinking & long term planning of PC/User roadmap.
• Ability to adapt and embrace latest technology as well as cutting edge developments.
• Ability to effectively drive technology initiative adoption amongst staff, deliver tangible results and demonstrate new efficiencies in best practices.
• Patience
• Pre-employment physical
• Drug testing
• Criminal history clearance

Nice To Haves

• Microsoft Certified Product Specialist (MCSA/MCSE), Office 365, Azure, and/or the Microsoft Certified System, is desirable.
• VmWare ESX and/or Citrix XenDesktop/XenApp.

Responsibilities

• Field calls from various sources including electronic ticketing & email systems, voicemail and written requests. Calls are either disposed of at this point or passed on to next tier.
• Assist in administering company-wide user accounts, desktops & applications in cloud, on premise, and reporting systems.
• Gathers statistics and information on common complaints & identifies user/issue trends to provide for possible company wide solutions.
• Will usually be the initial contact from users but not always; but will always respond to user’s calls as follow-up irrespective of call initiation.
• Maintains the user call log database.
• Support troubleshooting of LAN / WAN / TCP/IP /S2S/P2S VPN, as requested.
• Maintaining overall health and operation of computer desktop and peripherals.
• Installation and maintenance of desktop hardware and software.
• Device management using MDM/MAM systems including AirWatch and MS Intune.
• From time to time will assist IT staff with implementation of any and all PCA installed software applications, including system testing, and possibly some end-user training Occasionally requires after hours, weekends for special projects.
• Is considered the first line of technical assistance to the end-user for all user software and some user hardware problems.
• May assist in the Windows 10+ setup and configuration under the guidance of and dictated by the Network Administrator/Senior Support.
• Assist in Response, mitigation and remediation of cyber threats and disaster recovery scenarios.
• Assist in implementation of cyber security initiatives and best practices.
• Assist in the review and revamp of end user operating procedures and policies.
• Participate in the ongoing security best practices planning.
• Performs other duties as may be assigned.
• Field calls to the helpdesk and monitor ServicePRO tickets and resolve calls or forward to appropriate person or escalate to the next level. Respond within the scope of the SLA.
• Maintain ServicePRO database of support tickets.
• First line of technical assistance to the end-user for user software and hardware problems.
• May assist IT staff with implementation with all PCA installed software applications and system testing.
• Proficient in Microsoft operating systems (Win7+), Azure, Microsoft Active Directory accounts, networking and MS Office/365/Teams products.
• Experience with entire Office 365 suite including but not limited to OneDrive, SharePoint, Teams, Planner, Forms and Power Automate.
• May assist in Operating System imaging and application packaging & deployment for desktops and iPads.
• Working knowledge of remote PC tools such as TeamViewer, VNC and Windows Remote Desktop.
• May assist IT staff with resolving network connectivity issues.
• May assist with printer issues such as toner/paper/call for service, and multi-part forms printing.
• May assist with Teams Rooms and other video conferencing hardware & software setups.
• Occasional local travel may be required to assist with technical issues and delivery of equipment (under 50lbs) to remote Senior Centers and/or Meal Site.
• Perform other duties as assigned.

Benefits

• Medical, prescription drug, vision, and dental coverage
• Flexible spending plan (health and dependent care)
• EAP, life insurance, short- and long-term disability insurance
• Pre-tax commuting, and parking benefits
• 403(b) retirement plan with employer contributions and optional employee pre-tax contributions.
• Annual paid time off and vacation will be based upon tenure (Note: vacation and personal days are front loaded and are pro-rated if date of hire is not January 1st; sick days are accrued based on hours worked).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree