What are the responsibilities and job description for the IT Support Specialist position at The New Jewish Home Career Center?
The Information Technology ( IT) Department of The New Jewish Home, located in the Uppfor a full time IT Support Specialist , to join our team.
Job Summary:
The role of an IT Support Specialist within the organization is to provide assistance and maintenance to all computer systems and hardware. The work may include installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis. The IT Support specialist will provide second level support to users and assist our organization in improving efficiency, achieving key metrics, enhancing customer service, promoting data security, managing workstations, writing standard operating procedures, and ensuring that our computer systems are optimized for day-to-day operations. The IT Support Specialist reports to the Manager, Information Technology Operations and works closely with all member of the IT team to achieve desired outcomes. This role acts as liaison to the outsourced help desk vendor, ensuring open communication and identifying opportunities for improvement.
Reports To: (Technical Operations Manager)
Duties and Responsibilities:
· Maintenance and repair of computer systems, including desktops, laptops, tablets, printers, peripherals and mobile devices; know how to correct issues, and perform routine maintenance.
· Provide technical assistance to users and resolution as necessary, documenting changes in ticketing system and closing assigned tickets timely.
· Applies principles of customer service to each client interaction; informs IT management when customer verbalizes dissatisfaction with service provided.
· Ensure protected health and financial information for The New Jewish Home clients is kept private and secure. Maintaining client confidence and protects operations by keeping information confidential. Reports security incidents to IT management when identified. Models and reinforces appropriate behavior related to information security and privacy.
· Participate in “on – call” to provide assistance to resolve emergency IT problems at off-hours and/or days.
· Troubleshoot network connectivity issues.
· Configure new hardware, installing and updating software packages.
· Maintain computer equipment and software to ensure secure and efficient operations.
· Evaluates system potential by testing compatibility of new programs with existing programs.
· Set up hardware and install and configure software and drivers.
· Develop, test and maintain inventory of images for multiple computer models; apply image to new devices.
· Collect data and information in order to troubleshoot computer problems.
· Provides training to keep users up-to-date on optimal computer use and training on how to correct or prevent any problems or issues that may arise.
· Other duties as assigned.
