What are the responsibilities and job description for the Information Technology Support Specialist position at Community of Hope?

Job Type

Full-time

Description

Information Technology Support Specialist

Are you excited about a new opportunity? Do you have a passion for using technology? Do you want to work for a company that is mission-driven to help towards ending homelessness? Well, look no further! At Community of Hope, we have worked diligently to improve health and end family homelessness to make Washington, DC, more equitable. We believe everyone in DC should have access to good healthcare, a stable income, and home, and hope! If you are ready to make a positive difference in the community, this position is for you!

At COH, we strive for : Caring for Families. Improving Lives. Leading Change

Our Approach and Values :

We care for families by providing direct services with a focus on prevention, healing, and wellness.

We improve lives by building on families' strengths, honoring their choices, and taking a whole-family, multi-generational approach.

We lead and advocate for system change to address the effects of historical and current racial inequities on health outcomes and housing opportunities.

We embrace the diversity of our community , welcome all voices and perspectives, and treat everyone with respect, compassion, and integrity.

We strive for excellence in all that we do, implement evidence-based practices, measure our outcomes, and use this knowledge to continuously strengthen our work.

Position Summary : The IT Support Specialist provides IT support, network administration and service, resolving issues and requests in a timely manner.

The pay rate for this position ranges between $26.44 - $29.80 per hour and the offer amount is determined by the candidate's education, qualifications, and experience. Indeed provides their own estimated salary calculator and is not affiliated with COH's offer range.

Highlighted Duties and Responsibilities :

Responds to requests for technical assistance in person or via phone or email as quickly as possible, at least within 1 business day.
Provides Tier 1 and 2 technical support to all users, provides timely response and resolution to tickets. Identifies and escalates issues requiring urgent attention .
Manages IT onboarding of new staff, including computer setup and account setup. Creates network user accounts, email accounts, and sets access permissions for new personnel within a timely manner.
Immediately manages IT issues related to termination of staff, including removing access when notified by HR.
Escalates issues to IT Network Manager or Systems Administrator quickly and efficiently to minimize disruption.
Serves as a liaison between staff and IT service contractor.
Maintains strong customer service skills when dealing with users, vendors, and other partners.
Provides proactive maintenance on workstations as directed.
Performs hardware and software installations as needed or refers to IT service contractor.
Travels to Community of Hope sites as needed to support users or assist on IT projects.
Works with HR department to develop needed IT training for staff as needed.
Maintains knowledge of current and future technologies that may be of benefit to COH or its clients.

Requirements

Bachelor's degree in computer science or information technology or equivalent experience required.

1-2 years' experience in IT support required.

Excellent troubleshooting techniques.

Excellent analytical and creative problem solving skills.

Superior customer service skills

Ability to work well in a team environment, to handle multiple projects simultaneously, and to manage work under tight deadlines.

Effective verbal and written communication skills.

Ability to travel to other sites required.

Ability to work evenings and weekends as needed, required.

At COH, we understand the toll that the Covid-19 pandemic has taken on the workforce, which is why we prioritize the following well-being and work-life balance centered benefits :

Remote work opportunities are available for many, but not all, of our roles, promoting a culture of work-life balance

8 hour workdays, which include a paid lunch

11.5 paid company holidays, 1 personal floating holiday, 15 days of paid vacation (increases to 20 after 3 years of service), and 12 days of paid sick leave on an annual basis

Annual performance based raises, up to 5% of your annual pay

Tuition reimbursement, loan repayment for clinicians, licensing reimbursement, and continuing education unit funds for licensed staff

Many opportunities for internal promotions and transfers across the agency as we continue to grow; we average 30 promotions each year

Ongoing internal leadership training for supervisors

Diversity, equity, and inclusion training and initiatives for all staff

Ongoing wellbeing activities, culture compact activities, and trauma informed care initiatives

Medical / Dental / Vision Plans through CareFirst BlueCross Blue Shield;

Life insurance, short-term disability and long-term disability insurance;

403(b) Retirement Plan;

Flexible Spending Accounts for medical and dependent care reimbursable expenses;

Transportation pre-tax payroll deduction for metro;

Tuition Reimbursement for graduate studies;

Employer paid lunch time;

And much more!

In relation to remote work versus on-site expectations, this position is classified as the following :

Hybrid : Remote work and on-site work requirements are generally split roughly 50 / 50.

Please note that remote work designations are subject to change or fluctuate at any point in time and the

supervisor may require in person learning for a specific amount of time after hire.

About Us :

Community of Hope is a mission-driven, innovative, and rapidly growing nonprofit. For over 40 years, we have provided healthcare, housing, and supportive services for under-resourced, underserved and people experiencing homelessness in Washington, DC. As a Federally Qualified Health Center, we provide medical, dental, emotional wellness, and care coordination services for the whole family at three locations in DC. Community of Hope also strongly emphasizes maternal and child health, with midwifery practice and the only free-standing birth center in DC. In 2020, Community of Hope provided about 28,400 medical visits, 7,000 dental visits, and 10,000 behavioral health visits for about 11,000 patients. Community of Hope provides community walk-in COVID testing and COVID vaccines. Community of Hope is also one of the largest providers in DC of housing and support services for families and individuals experiencing homelessness. Through providing these programs, we live out our mission to improve health and end family and individual homelessness to make Washington, DC, more equitable.

Community of Hope cares for families and individuals by providing direct services focusing on prevention, healing, and wellness. We improve lives by building on families' and individuals' strengths, honoring their choices, and taking a whole-family, multi-generational approach. We lead and advocate for system change to address the effects of historical and current racial inequities on health outcomes and housing opportunities. We embrace the diversity of our community, welcome all voices and perspectives, and treat everyone with respect, compassion, and integrity. We strive for excellence in everything we do, implement evidence-based practices, measure our outcomes, and use this knowledge to strengthen our work continuously. We were selected as one of The Washington Post 150 Top Workplaces in 2014, 2016, 2017, 2018, 2020, and 2021 based on feedback from our staff.

To request a reasonable accommodation to complete an employment application or for general questions about employment with Community of Hope, contact a Recruiting Coordinator. Email : hr@cohdc.org Phone : 202-407-7747. Community of Hope is an equal opportunity employer.

Salary Description

26.44 - $29.80 per hour

Salary : $26 - $30

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