What are the responsibilities and job description for the Systems Support Professional position at CommunityAid?
Job Details
Admin - York, PA Hybrid Full Time 2 Year Degree $55,000.00 - $65,000.00 Salary/year Up to 50% Any Information Technology
Description
This position is critical to the success and security of CommunityAid through collaboration with the Information Technology team and providing ownership of IT infrastructure including, but not limited to hardware and software. This position will provide direct support to employees to ensure they have the tools needed to perform their roles and responsibilities at the highest levels. They will be responsible for maintaining and tracking customer support requests, including escalation and follow-up with the IT team while also providing knowledge and support for any IT-related projects and/or initiatives.
Key Areas Of Responsibility
Guided by our core behaviors, the successful IT Systems Support Professional is a Champion of our values-driven culture focusing on Employee Support in their IT-related needs and being a supportive Member and Liaison of the IT Team.
Employee Support
Core Competencies
Admin - York, PA Hybrid Full Time 2 Year Degree $55,000.00 - $65,000.00 Salary/year Up to 50% Any Information Technology
Description
- COMPANY INCENTIVE PROGRAM FOR ALL EMPLOYEES
This position is critical to the success and security of CommunityAid through collaboration with the Information Technology team and providing ownership of IT infrastructure including, but not limited to hardware and software. This position will provide direct support to employees to ensure they have the tools needed to perform their roles and responsibilities at the highest levels. They will be responsible for maintaining and tracking customer support requests, including escalation and follow-up with the IT team while also providing knowledge and support for any IT-related projects and/or initiatives.
Key Areas Of Responsibility
Guided by our core behaviors, the successful IT Systems Support Professional is a Champion of our values-driven culture focusing on Employee Support in their IT-related needs and being a supportive Member and Liaison of the IT Team.
Employee Support
- Provides 2nd level in-person and remote support to answer questions and resolve issues.
- Diagnoses and provides creative solutions and alternatives for troubleshooting network, systems, and security issues.
- Escalates problems to vendor support when necessary for continued troubleshooting of problems and incidents.
- Identifies opportunities for process improvement.
- Will work as a liaison to all departments.
- Works as a proponent/advocate for customer issues and concerns.
- Presents a positive, helpful, customer-focused image.
- Represents the company in a professional and businesslike manner and communicates effectively.
- Provides top-notch support, which will require troubleshooting users' technical issues, supporting complex software and computer technology in a high-service environment.
- Activities include documentation, research, isolation, accurate resolution, and follow-up.
- Provides clear, concise, and thoroughly researched technical information to other IT personnel when escalating a problem.
- Performs setup, preventive hardware maintenance, replacement, and repair of computers and other IT equipment.
- Assists with all improvement projects of IT systems, including the design and delivery of applications.
- Functions as a technical point person for other team members to answer questions and help provide direction on problem resolution.
- Possible supervision of staff and/or interns.
Core Competencies
- Effective leadership skills, including leading teams, teaching, and coaching
- Proficient in the use of Microsoft Office
- Strong analytical, project management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of people, with an emphasis on clarity and listening
- Positive attitude and the ability to collaborate effectively with employees and customers
- Emotional intelligence and strong interpersonal relationship skills
- Demonstrated ability to build supportive relationships with others
- Promotes and demonstrates company culture in all interactions
- Ability to maintain confidentiality
- Knowledge of thrift retail operations and processes
- Technician Degree or Technical School Degree
- 2 or more years’ experience in a support role with performance review ratings of meets or exceeds for all years (at least one year in the System Support Professional role, or related experience).
- Knowledge related to Windows OS, email systems, MS Office, Mobile device management
- Understanding of network issues dealing with Printing, Document delivery systems other than email (i.e., scan-to-folder, scan-to-email, etc.), PC/laptop connectivity
- Knowledge of IT security practices
- Understanding of PCI requirements
- Strong verbal communication, presentation, and interpersonal skills Strong written communications skills
- Solid time management and organizational skills
- Understands customer issues and demonstrates real concern
- Establishes credibility quickly by listening, taking initiative, and following up
- Quickly understands technical problems and works to troubleshoot and resolve issues while maintaining detailed documentation per occurrence
- Experience imaging laptops/desktops and light network administration Experience working with help desk/ticketing systems preferred
- Willingness to pursue ongoing certifications and education
- Ability to build and maintain relationships and work well with others as part of a team
- Ability to manage multiple priorities and deadlines
Salary : $55,000 - $65,000
