What are the responsibilities and job description for the IT Help Desk Specialist - Tier 2 position at Council on Aging of Southwestern Ohio?
Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families and caregivers. We promote choice, independence, dignity and well-being through a range of services that help people remain in their homes for as long as possible.
Our mission: Enhance lives by assisting people to remain independent through a range of quality services.
Position Description: The Help Desk Specialist, Tier 2, is also responsible for the basic, day-to-day, support of all Council on Aging (COA) staff. Acts as a secondary level of support when dealing with more complex technical issues that go beyond the knowledge of Tier 1. These support technicians possess a deeper knowledge of IT systems and applications.
Essential Job Functions and Responsibilities:
Our mission: Enhance lives by assisting people to remain independent through a range of quality services.
Position Description: The Help Desk Specialist, Tier 2, is also responsible for the basic, day-to-day, support of all Council on Aging (COA) staff. Acts as a secondary level of support when dealing with more complex technical issues that go beyond the knowledge of Tier 1. These support technicians possess a deeper knowledge of IT systems and applications.
Essential Job Functions and Responsibilities:
- Provide end user technical support for all COA staff through in person, phone, e-mail, and other electronic means.
- Troubleshoot problems, diagnose issues, arrive at potential solutions, implement, and escalate more complex situations to designated contacts in a timely manner.
- Thorough documentation of all issues and their corresponding resolutions using systems as required.
- Manage and maintain Access Control, accounts, Active Directory/Entra ID, Office 365, DUO, other accounts and licenses for end users.
- Responsible for Images, repair, and maintain hardware and software for all company owned equipment including laptops, cell phones, MFDs, and other devices as assigned.
- Responsible for maintaining proper levels of TIS inventory and the management inventory through proper tracking and documentation.
Qualification Requirements:
- Associate’s degree in an IT related field or equivalent experience.
- Excellent customer service skills while working directly with end users.
- Intermediate to Advanced knowledge of:
- Laptops, Dell, MS Windows OS 10 & 11
- Samsung Cell Phones and Android OS.
- Security
- Access control, AD/Entra ID, Intune, Cisco DUO, Cisco AnyConnect
- HIPAA
- Office 365 Application support/development
- Word, Excel, Power Point, Teams and Teams Applications.
- Networking
- Network Fundamentals, Switches, Routers, Wireless. IP, firewalls, cabling, VPN, Domains, Wireless, ISP, Cloud Computing
- Cloud Computing
- COA Program Areas and application knowledge, gained after employment
- Basic to intermediate knowledge of
- Network Security
- Application Security
- Information Security
- Operational Security
- Demonstrated competency in logical and analytical thinking.
- Ability to work and contribute to a team environment.
- Experience in healthcare preferred.
Council on Aging is proud to be an equal opportunity employer. Council on Aging considers qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
