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    IT Desktop Support Specialist - Phoenix, United States - Southwest Autism Research & Resource Center

    Southwest Autism Research & Resource Center
    Southwest Autism Research & Resource Center Phoenix, United States

    2 weeks ago

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    Description

    IT DESKTOP SUPPORT SPECIALIST

    Position Summary: SARRCs Desktop Support Specialist investigates and resolves software and hardware technology issues experienced by users. This role will be responsible for providing excellent customer service and technology support to SARRCs employees.

    Your Role at SARRC

    • Prioritizes and responds to technical assistance requests from staff members on a rapid basis.
    • Monitors and troubleshoots enterprise IT infrastructure.
    • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies and interfaces.
    • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or contracted technical staff.
    • Logs and tracks calls/tickets for assistance using problem management database and maintains history records and related problem documentation for knowledge base future use.
    • Prepares standard statistical reports, such as help desk incident reports.
    • Ensures that all audio/visual equipment is in proper working condition and provides assistance in the use of this equipment.
    • Communicates with software and hardware vendors to request service regarding defective products.
    • Writes software and hardware evaluations and makes recommendations for management review and action.
    • Preparing reference material for users by drafting operation instructions. Trains users on software and hardware on-site or in classroom or recommends outside contractors to provide training.
    • Manages and configures phishing campaigns to team members. Analyzes phishing submissions and processes categorization and actions.
    • Installs personal computers, software, and peripheral equipment.
    • Maintains and inventories enterprise computing and communications hardware while ensuring that no such hardware is lost or creates data security risks.
    • Performs other special projects and duties as necessary and requested.

    Who You Are

    • Associates Degree from an accredited college or technical institution.
    • Minimum of 2 years IT experience, preferably within a medically related organization preferred.
    • CompTIA A+ certification preferred.
    • Experience working w/ Windows 10 and Microsoft 365.
    • Salesforce knowledge preferred.
    • Customer Service experience preferred.
    • Demonstrated ability to relate to and work with diverse backgrounds, human capabilities and limitations, and cultures.
    • Interest in service to individuals with specialized and occasionally complex needs.

    Salary

    Starting at $22 per hour

    Hours/Location

    Full-time, Monday - Friday

    This is an on-site position in Phoenix, AZ.

    This role will spend time on a rotational basis working from our sites (Phoenix, Tempe, Scottsdale) to ensure team members there are supported.

    Robust Benefits Package

    • 8 paid holidays per year
    • Up to 16 days per year Paid Time off
    • Medical, Dental and Vision Insurance (majority of coverage paid for by SARRC)
    • Professional development annual benefit of $1000
    • 401(k) with 50% company match up to 6%

    Our Story

    Established in 1997 by two mothers of children with autism and their developmental pediatrician, SARRC is an internationally recognized nonprofit with a mission to advance research and provide a lifetime of support for individuals with autism and their families. As the state of Arizonas largest nonprofit serving the autism community, SARRC conducts innovative research, provides evidence-based practices, disseminates effective training, and builds inclusive communities.

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