Downeast Community Partners
Job Description

Position Title: Information Technology Support Specialist
Division: Information Technology

Reports To: Acting IT Manager
Supervises others: [ ] Yes [ X ] No

FLSA Status: [ X ] Hourly [ ] Exempt
Last Revised: 10/3/2022

POSITION SUMMARY: The Information Technology Support Specialist position will serve as the first level phone and shared email/ticketing system contact for DCP’s IT support issues for staff in general, providing Windows PC hardware, Windows OS and applications. The IT Support Specialist will assist the
IT Manager in installing, changing, and repairing minor problems of personal computer hardware and software systems. Additionally, this position supports the IT Department’s responsibility of providing technical assistance and training system users. This position answers staff inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Supports/troubleshoots Windows OS issues.
2. Troubleshoots Microsoft Office applications, especially Outlook.
3. Maintains DCP’s password management processes.
4. Assists staff with basic printer/copier maintenance needs.

5. Installs hardware drivers and peripheral components, such as monitors, keyboards, printers, and disk drives, onto laptops, desktops, and iPads.

6. Utilizes DCP’s IT ticketing system for managing and documenting tasks reported/requested by staff.

7. Assists staff by troubleshooting web browser issues (Chrome/Firefox).

8. Inspects personal computer equipment for needed repair or setup of new equipment.

9. Installs specified software packages, such as operating systems, word processing, or spreadsheet programs into computer equipment.

10. Instructs users in use of equipment and/or software.

11. Replaces/upgrades defective or inadequate software packages.

12. Supports DCP’s iOS devices, iPhones, iPads.

13. Maintains a process to inventory and document new equipment and removing expired or old equipment.

14. New user and new equipment on-boarding, and follow checklist when employees leave.

15. Maintain license keys, passwords and operating procedures.

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Safety & Wellness:

1. Actively promotes safety and accident prevention within the workplace.

2. Reports any unsafe conditions, incidents and/or accidents immediately.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Performs other duties as assigned by the supervisor

GENERAL EXPECTATIONS:
General knowledge and understanding of the following is expected:

1. DCP’s network composition.
2. Ability to work on multiple projects simultaneously.
3. Departmental IT needs.
4. It is required the IT Support Specialist has the ability to work independently.

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by the
Incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; repetitively use hands to finger, handle, or feel, including operation of a standard computer keyboard; reach with hands and arms and talk, see and hear; and lift and carry up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in office settings, including visits to community organizations. Noise level is low. Travel to other DCP locations may occur occasionally.

QUALIFICATIONS NEEDED FOR POSITION:

Experience and Skill Requirements: The following requirements and skills are considered essential:

1. 3+ years’ experience in customer-facing help desk/desktop support troubleshooting role.

2. Excellent working knowledge of personal computers, peripherals, and printers/copiers.

3. Cellphone familiarity preferred.

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4. VPN concept and experience preferred.

5. Ability to work effectively; organize, prioritize.

Education/Skill Requirements preferred:

1. CIS/IS/IT Computer degree and/or A+/Network+ certification preferred, but not required.
2. Must be able to pass background checks.

Job Type: Full-time

Pay: $18.80 - $21.82 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Ellsworth, ME 04605: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 3 years (Required)
• Software troubleshooting: 1 year (Required)
• VPN: 1 year (Preferred)
• Help desk: 3 years (Required)

Work Location: One location

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