Information Technology Support Specialist - Andover, United States - NEEDS Center

Description

The Information Technology Support Staff (ITSS) is responsible for assisting NEEDS Center users with technical issues or questions relating to computer hardware, mobile devices and software. Your duties will include handling support tickets, taking phone calls or communicating with users through messaging platforms, helping users diagnose technical issues and supporting daily IT operations, and all departments and system users.

In this role you will report to the Director of IT. You will work in conjunction with all administrative personnel to ensure that there is consistent IT support. The ITSS provides support to systems that are in place to monitor IT security for all systems. You will work as a constructive and active team member in all duties.

Duties & Responsibilities:

1. Ensures prompt computer, telephone, and network support to all system users.

2. Provides technical assistance and advice to NEEDS staff and officials. Reports to the DIT on a regular basis on department performance, critical issues, resource needs, etc.

3. Performs daily IT operations as needed.

4. Installs, and/or provides technical advice for the installation of technology.

5. Communicates and implements companywide policies and procedures.

6. Helps execute short and long-term plans to meet present and future automation, communication, and other technology needs.

7. Helps implement security of the IT infrastructure and systems and executes short and long-term plans for eliminating security risks.

8. Confers with operational and management employees of all departments to learn the nature of their operations and the type of data and equipment needed to attain desired results.

9. Helps analyze business requirements for IT systems and assesses need for new equipment and software.

10. Ensures a complete inventory of all company -owned computer hardware and software and maintains a regular schedule for routine maintenance of equipment and software.

11. Performs other related duties as required.

IT Support Staff Qualifications/Skills:

1. Excellent hands-on problem-solving and troubleshooting skills.

2. Basic knowledge of computer and networking principles.

3. Experience with Windows and Macintosh operating systems preferred.

4. Microsoft Azure, Office 365 experience preferred.

5. The ability to communicate technical information in an accessible manner to non-technical employees.

6. Ability to effectively prioritize and execute tasks in a timely manner.

7. Customer-service focus.

8. Collaborative mindset.

9. Prior experience working on a Helpdesk, in IT, or similar technical function.

Other Duties & Responsibilities

1. Remain current on all government laws, rules, and regulations, NEEDs Center standards, licensing and accreditation agencies requirements pertaining to the position, and

ensure regulatory compliance.

2. Demonstrates good attendance and punctuality.

3. Has good working relationship with peers and Supervisors.

4. Takes the initiative to seek additional duties and tasks.

5. Effectively responds to situations and seeks information and clarification when needed and resolves conflicts in a productive manner.

6. Performs other duties, responsibilities, and projects as assigned by supervisors or management.

7. Adheres to the mission, vision, and values of NEEDS Center, conducting themselves within the published standards of professional conduct.

Essential Physical Requirements

The ability to move independently throughout a wide range of environments, some of which may not be wheelchair or otherwise handicapped accessible, is required. Independent transportation to locations that may not be served by public transportation may be necessary. The NEEDS Center will make reasonable accommodations, whenever possible, when needed and/or requested by employees. Requests for accommodations will be honored, unless the accommodation would cause under hardship