Help Desk Support

This is an on-site role based at the ACTS administrative offices in the Carrollwood area of Tampa, FL. The position also provides on-site support to our programs serving Hillsborough, Polk, and Pinellas counties.

Characteristics of Position:

This agency provides client centered care and support for alcohol, drug abuse, mental health or juvenile justice services through a variety of programs and sites. This position provides help desk support for the agency including troubleshoot network, equipment and cabling as needed. Liaisons with HR for updated information on new hires and agency log-ins.

Core Competencies:

• Communications - Communicate with supervisor and established chain of command regarding daily operations and/or incidents; document all required information in a clear, legible, timely, concise and accurate manner.
• Relationship - Respects authority; models direct and clear communications with peers, clients and subordinates; culturally aware and respectful of differences.
• Administrative - Precisely documents events and transaction specific to job duties in approved Agency formats; understands and adheres to program operating procedures.
• Technical - Utilizes Agency communication devices and information technology as a business tool; proficient, as required, in the use of the email and calendar system, training software, data repository for medical records/accounts, and related IT systems and software applications.
• Business Acumen - Adheres to Agency Policy.
• Professional - Behaves ethically;presents a professional image in appearance, communications and demeanor; adheres to Agency scheduling Policy; follows program activity schedules; committed to personal professional development.
• Analytical - Establish a helping relationship with the program management.
• Leadership - Seek to participate in effective approaches and training to enhance job skills; seek opportunities to mentor new staff; ability to recognize unsafe behaviors, situations, environments and `acts to maintain the safety and well-being of persons receiving services, staff and community members.

Pre-requisite Requirements:

• High School Diploma and 1 year of Software Management experience
• Demonstrated experience in internet technologies, hardware, software/web application, report generation, audio/visual communications, and proficiency in Microsoft Office and Access required.

• If required by contract or administrative rule, must fully participate in NAPPI (crisis intervention) training and able to apply same to work setting.
• All ACTS, Inc. employees must be able and willing to work when expected to accommodate program and/or agency needs, participate in the agency's Quality Improvement Program and attend all assigned/required trainings, practice on-the-job safety at all times, and demonstrate the ability to communicate and work with others and be respectful of peers, supervisors, clients, guests, etc.

Preferred Attributes:

• Computer Science/IT background
• Working knowledge of a desktop publishing application preferred

Physical /Safety/Health Considerations: Standard office environment and meeting rooms

Quality of Work Expected:Level commensurate with satisfactory IT, Software & LMS Support

Quantity of Work Expected: Commensurate with level necessary to fully meet obligations

Scope of Responsibilities: Clearly communicate technical information to non-technical users and synthesize non-technical user requirements into clear and concise technical specifications forresolution. Must define problems, research, identify options, interpret trends, identify and weigh costs and benefits, resolve multifaceted problems, and independently develop and implement solutions. Effectively and efficiently work with a large volume of work under pressure with interruptions, deadlines, and short lead times. As primary administrator for the LMS, provides information support for training curricula to appropriate director; with information from HR, coordinates New Employee Orientation and curricula entries and log-ins. Maintain training calendars available to trainers, administration and all staff.

Supervision: This position reports to and is performed under the direction of the Director of IT/Finance. Additional direction will be provided by the CFO.

Supervisory Responsibilities: This position does not provide supervision to others.

Core Responsibilities/Essential Functions:

• Serve as the technology resource person for ACTS and provide user support for hardware, technical and software systems issues; help to resolve agency networking, hardware, and software problems, using contracted vendor if directed.
• Work to assist the agency in maximizing the benefits obtained by the use of all software it provides for personnel; communicate all computer or system incidents to immediate supervisor.
• Prioritize tasks to maximize productivity; apply abilities to work effectively and efficiently with a large volume of work under pressure with interruptions, deadlines, and short lead times on a regular basis, as well as the ability to work on an independent and self-motivated basis with minimal supervision.
• Interact with diverse personalities to demonstrate tact and diplomacy; apply oral or written skills for excellent, clear communication of technical information to non-technical users. Shows ability to synthesize non-technical user requirements into clear and concise technical needs or specifications.
• Employ active listening skills, seek to provide good internal customer relations and satisfaction of the end user; demonstrate appropriate situational response when unexpected technical or other assistance is needed.
• Act as the learning management system administrator and makes independent decisions for timely input and provide related reports for all training activities as needed. Serve as frontline support and liaison for Professional Development and QI related to compliance training; disseminate essential information.
• Work with and seek guidance from Professional Development and Quality Improvement on decisions related to new content, new or revised compulsory trainings and curricula before implementing or as directed.
• Performs related work as required /assigned.

PROGRAM SPECIFIC: The following duties and responsibilities are specific to this position:

• First level support/troubleshooting (agency-wide) for computer related hardware and software needs; liaison with outside network consultants and tracking their work tickets; makes appropriate recommendations to supervisor

• Determine and promote common skills and best practices in workstation support; maintain sufficient knowledge of computer security principles, practices, and tools, as they apply to end-user workstations and maintains advanced knowledge of backup policies, practices, and technologies

• Responsible agency-wide for network user accounts and software logins

• Maintain an accurate and up to date inventory of hardware, software, and documentation of all deployed hardware, software, configurations, licenses, and uses

• Serve as the departmental resource person and provide consultative services relating to hardware, software, and other technology-related issues and questions for agency and program administration needs

• Provide instruction to end users in one-on-one and group settings on all standard departmental applications and custom hardware and software configurations. Maintain current libraries of technical end user documentation

• Install and configures software, analyze, and debug peripherals such as printers, scanners; maintain copiers

• Adhere to assigned work schedule

• Conduct or participate in special projects as assigned; support progress/accomplishment of agency initiatives

• Participate in meetings/conferences/webinars as determined relevant to duties

Specialized Duties/ Tasks

• Must possess valid Florida Drivers? License, industry accepted driving history and maintain vehicle insurance required by State of Florida.

• Develop expertise in electronic survey software in order to develop survey formats; collect and analyze results and generate data reports; compile and analyze data for administrative decisions

• Develop and manage software system to track and provide trainings to all agency personnel in a manner that is user friendly; provides management information needed to improve training quality and compliance

• Obtain and organize historical/current information for management team members

• Provide consultation to Agency Directors, Training Liaisons, Program Directors, and Professional Development Committee, etc., on technology issues.

• Set up projector, laptop a, speakerphone, etc., for trainings/webinars; keep information monitor in lobby updated

• Responsible for deployment, tracking, troubleshooting and upgrading agency cell phones.

The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.