Position Summary
This is an-exempt position that will be working as part of a multidisciplinary team of professionals. Incumbent is responsible for but not limited to help desk and field support for the agency. All activities within this position are completed in accordance with agency policy and procedures, federal, state and local laws, accreditation standards and tenets of the Catholic Faith. Incumbent in this position demonstrates sensitivity to the service population’s cultural and socioeconomic characteristics.
Duties and Responsibilities
Help Desk:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Prioritize, monitor and document incidents and requests.

• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.

• Record events and problems and their resolution in logs, route Helpdesk tickets as appropriate and coordinate escalation of service requests.
• Perform hardware and software troubleshooting with Supervisor’s approval, assign to 3rd party resolver in accordance with Vendor’s agreements.
• Run reports to determine malfunctions that continue to occur. Run diagnostic programs to resolve problems.
• Coordinate onsite remediation when necessary. Provide accurate information on IT products or services
• Perform user account management.
• Utilize remote view and remote-control capabilities to assist in incident resolution.

• Perform the administrative activities associated with maintaining Windows 8/10 PC’s and 2008/2012/2016 server.
• Knowledge of Active Directory, VOIP phone systems.

Field Support:

• Use hardware and software tools to isolate, troubleshoot and repair data communications and computer system problems.
• Installs, customize and test network communications for staff/agency systems.
• Maintains accurate IT Asset Inventory.
• Assists with monitoring network equipment uptime, system configuration and performance.
• Assists with coordinating system changes with appropriate support staff to ensure uninterrupted computer services to internal and external stakeholders.
• Perform data sanitization on hard drives as part of the disposal process.

Administration:

• Provide technical leadership, training and assistance to agency staff.

• Oversee and coordinate system implementations, upgrades, and enhancements.
• Supervise system security including:
• Active Directory user account move/add/changes
• Network access and permission changes

Additional Duties:

• Performs additional duties and responsibilities as assigned by supervisor.

• Communicates any problems/concerns of the programs to Supervisor in a timely manner.

• Develop and maintain the business continuity plan for information systems and implement measures designed to safeguard the technology and management needs in the event of major incidents or disasters.
• Effectively communicate workload prioritization and progress to supervisor.

• Completes all required trainings as per regulatory guidelines, funding, licensing and other trainings as requested by supervisor.
• Comply with all policies, procedures and requirements necessary to perform the functions of this position.

Physical Demands:

• Ability to lift a minimum of 50 lbs.
• Ability to travel to all centers and meeting/training locations between Dade, & Broward counties.

Educational & Experiential Requirements:

• Associates Degree in Information Technology or related field.
• Minimum 5 years of experience in installing, troubleshooting, and/or maintaining software and hardware installations, upgrades, and related activities.
• Basic Technical Certification (A+, networking, MCP, etc.)
• Knowledge of supporting Office 365
• Knowledge of current principles and practices of computer systems technology

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Full-time

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