What are the responsibilities and job description for the Senior Desktop Support Specialist position at Making Opportunity Count, Inc.?
Role Title : Senior Desktop Support Specialist
FLSA Status : Non-Exempt
Union Status : None
Job Level : 40
Department : 24 - Facilities and IT
Pay Range : $30.24 to $40.91 per hour
Reports To : Information Technology Department Head
Supervisory Responsibilities : Yes
Revision Date : 1 / 15 / 2025
About Making Opportunity Count
MOC's mission is to empower families to achieve economic security by eliminating barriers and creating opportunities. To alleviate poverty, we deliver a variety of services including childcare, education, workforce development, nutrition, health, and community and housing support.
Position Overview :
The Senior Desktop Support Specialist is responsible for the daily management of the IT Helpdesk, resolving system and network issues, and working on enterprise projects as assigned. This is a forward-facing position with direct contact with staff and vendors.
Essential Duties and Responsibilities :
- Manage MOC helpdesk system. Dispatch tickets to various IT staff contingent on the level of identified issue; ensure resolution and proper documentation for all tickets. The position will respond to level 2 and level 3 support requests.
- Manage user accounts in a Windows active directory hybrid environment. Establish new users with appropriate permissions and SSO applications. Remove users as necessary.
- Work with user departments to maintain file structure and data within a 365 Sharepoint / OneDrive environment
- Work with Vendors to resolve system and network issues
- Install and troubleshoot computer software, including Microsoft Operating Systems, MS Office, Citrix, VPN, and Adobe, etc. Perform updates as necessary.
- Install and troubleshoot computer hardware (desktops, laptops, printers and related peripherals) on site and remote. Ensure hardware is ready for new hires.
- Work with IT Head to ensure the user systems (laptops) are managed and replaced in line with agency standards
- Maintain documentation on hardware and software configuration, network configuration, and computer inventory
- Maintain software solutions and hardware driver updates from vendors
- Perform client support of MOC desktop applications
- Manage the MOC Door Access Control and Video systems at over 20 locations
- Manage cell phone and tablet provisioning along with the MDM solution
- Manage print server to optimize copier use throughout the agency
- Understanding of the OSI model and its application in troubleshooting
- Perform other related duties as assigned
Required Qualifications and Skills :
Physical Requirements :
Other duties :
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.
Compensation :
A salary within the range of $62,900 to $85,100 annually will be provided to the successful candidate having met the minimum requirements for the position consistent with the MOC compensation philosophy. The candidate's exact placement will be determined based on factors consistent with MOC's compensation framework. MOC offers a competitive benefits package including :
EEO Statement :
Making Opportunity Count is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.
Salary : $62,900 - $85,100
