What are the responsibilities and job description for the Lead Information Technology Support Specialist position at Community of Hope?
Job Type
Full-time
Description
Lead IT Support Specialist
Are you excited about a new opportunity? Do you have a passion for working with underserved families and individuals in DC? Are you 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 Lead IT Support Specialist is accountable directly to the IT systems Manager. This position is responsible for the supervision of the IT Support Specialists. This is a full-time, Hybrid position located out of our Conway Health and Resource Center in SW DC.
The pay rate for this position ranges between $28.84 - $32.21 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 :
- Supports IT System Manager with long term planning for systems changes and updates on a quarterly basis
- Ensures there is a response to requests for technical assistance in person or via phone or email within 1 business day or as stated in the Service Level Agreements
- Provides support for medical and administrative systems to all users
- Escalates issues to IT service contractor or appropriate vendor quickly and efficiently to minimize disruption
- Logs issues and documents resolutions in the helpdesk ticketing system, department documentation and IT incidents log in a timely manner
- Advises supervisor of end-user support or technical issues for all users.
- Ensures systems have required licenses and needed maintenance and upgrades are performed as scheduled
- Works with HR department to develop needed IT systems training for staff as needed.
- Maintains knowledge of current and future technologies that may be of benefit to COH or its clients.
- Assists IT Support Specialists in creating network user accounts, email accounts, and sets access permissions for new personnel following department documentation in a timely manner
- Manages IT Support Specialists in onboarding and offboarding of staff.
- Oversees IT Support Specialist team in providing correctly provisioned, secures and maintains computers to staff and sites.
- Monitors managed service providers helpdesk services to ensure SOPs are being met and issues are being resolved appropriately and ensures that coordination between IT Support Team and the managed service provider works effectively
- Meets with supervisees regularly and provides real-time feedback, training, support, and coaching as needed. Creates meeting agendas, sends meeting agendas in advance when possible, and documents concerns promptly as needed.
- Applies principles learned through diversity, equity, and inclusion (DEI) trainings and / or trauma informed care trainings (TIC) and leads with a DEI and TIC lens when appropriate.
- Takes initiative and makes decisions within the scope of work. Assesses situations independently, thinks critically, and takes action to address issues or make useful recommendations while maintaining a solution-oriented lens.
Requirements
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 :
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.?
We were selected as one of The Washington Post 150 Top Workplaces 6 times since 2014 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
28.84 - $32.21 per hour
Salary : $29 - $32
