Oriana House
Computer Support Specialist
Oriana House, Cleveland, Ohio, us, 44101
Job description
Essential functions of this job include, but are not limited to:
Installs, configures, troubleshoots, repairs, maintains, supports and tests a variety of technology equipment in a multi-vendor environment in accordance with Agency policies and procedures. This includes, but is not limited to: computer workstations, printers, peripherals, phones, teleconferencing equipment, radios and servers, data jacks, and other networking components.Maintains accurate documentation for equipment (deployment sheets) in the help desk software for new equipment and moved equipment.Ensure all requests (including ad hoc requests) are clearly and concisely documented in the service desk software.Communicates and coordinates issues/work with other IT staff that affect the system as a whole as well as on issues regarding their areas of expertise (server, network, security, active directory, database, telecom, etc.) in an effective manner.Analyzes issues to determine the root cause in order to prevent similar issues in the future when possible.Utilizes knowledgebase documents, diagnostic techniques, and asks pertinent questions to resolve issues. Determines the best solution for the problem based on the information provided and/or available. Creates and/or contributes to knowledgebase accordingly.Documents service/ticket progress and resolutions clearly and concisely and in a timely manner. Records time spent, open issues, next steps, and resolution notes in all tickets.Works with employees or individual customers to schedule changes or deskside service calls. Effectively communicates dates and times with the customer. Communicates changes in scheduling that are needed efficiently and effectively. Documents dates and communications in tickets.Utilizes effective verbal and written communication with all levels of the Agency.Organizes and schedules work for effective and efficient throughput. Takes initiative to develop plans and processes to complete work in a more effective manner.Assists with documenting and implementing plans for opening new facilities, facility moves, or staff relocations.Escalates problems to other team members or supervisors in an accurate and timely manner.Identifies, recommends, and implements processes and procedures that streamline help desk services in the Agency.Monitors equipment for proper usage and performance. Documents issues and reports problems according to procedures.Assists with maintenance schedules and ongoing maintenance of equipment.Provides training to end-users on help desk processes and the proper use of hardware, software, and other equipment.Documents equipment for disposal in change tickets and works effectively with purchasing to submit County disposal requests per Agency procedures.Partners and collaborates with team members and other IT employees and/or interns in an effective manner.Experience:
Experience with service desk software/ticketing systems.Experience with remote desktop software used to provide remote customer support.Experience with Microsoft Windows and software products.Knowledge of ITIL or industry related service management and service delivery concepts.Technical certifications such as Microsoft Certified IT Professional, CompTIA A+, Network+ and Server+ are beneficial.
Regular work schedule of 40 hours per week and after hour and weekend availability as required to support the business or for emergency situations.
Frequently travels between Summit County, Cuyahoga County, Marietta, and Seneca County facilities. Possesses reliable transportation and a valid driver's license for necessary travel.
The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds.
QUALIFICATIONS:
High School diploma or equivalent required. Bachelor's degree in related field preferred and/or commensurate level of experience. Minimum of three (3) years hands on experience working with PC hardware, software and installations configuring and troubleshooting hardware, software, and peripherals. Must have demonstrated experience in PC hardware and software maintenance. Reliable transportation, a valid Ohio driver's license, and a driving record that does not preclude the employee from being covered by Agency liability insurance. Ability to travel frequently between Summit County, Cuyahoga County, Marietta, and Seneca County facilities required. Must have the ability to effectively work with Agency employees and outside contacts.
STARTING RATE: $22.00
per hour
Oriana House, Inc., is an Equal Opportunity Employer and Drug Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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)
Essential functions of this job include, but are not limited to:
Installs, configures, troubleshoots, repairs, maintains, supports and tests a variety of technology equipment in a multi-vendor environment in accordance with Agency policies and procedures. This includes, but is not limited to: computer workstations, printers, peripherals, phones, teleconferencing equipment, radios and servers, data jacks, and other networking components.Maintains accurate documentation for equipment (deployment sheets) in the help desk software for new equipment and moved equipment.Ensure all requests (including ad hoc requests) are clearly and concisely documented in the service desk software.Communicates and coordinates issues/work with other IT staff that affect the system as a whole as well as on issues regarding their areas of expertise (server, network, security, active directory, database, telecom, etc.) in an effective manner.Analyzes issues to determine the root cause in order to prevent similar issues in the future when possible.Utilizes knowledgebase documents, diagnostic techniques, and asks pertinent questions to resolve issues. Determines the best solution for the problem based on the information provided and/or available. Creates and/or contributes to knowledgebase accordingly.Documents service/ticket progress and resolutions clearly and concisely and in a timely manner. Records time spent, open issues, next steps, and resolution notes in all tickets.Works with employees or individual customers to schedule changes or deskside service calls. Effectively communicates dates and times with the customer. Communicates changes in scheduling that are needed efficiently and effectively. Documents dates and communications in tickets.Utilizes effective verbal and written communication with all levels of the Agency.Organizes and schedules work for effective and efficient throughput. Takes initiative to develop plans and processes to complete work in a more effective manner.Assists with documenting and implementing plans for opening new facilities, facility moves, or staff relocations.Escalates problems to other team members or supervisors in an accurate and timely manner.Identifies, recommends, and implements processes and procedures that streamline help desk services in the Agency.Monitors equipment for proper usage and performance. Documents issues and reports problems according to procedures.Assists with maintenance schedules and ongoing maintenance of equipment.Provides training to end-users on help desk processes and the proper use of hardware, software, and other equipment.Documents equipment for disposal in change tickets and works effectively with purchasing to submit County disposal requests per Agency procedures.Partners and collaborates with team members and other IT employees and/or interns in an effective manner.Experience:
Experience with service desk software/ticketing systems.Experience with remote desktop software used to provide remote customer support.Experience with Microsoft Windows and software products.Knowledge of ITIL or industry related service management and service delivery concepts.Technical certifications such as Microsoft Certified IT Professional, CompTIA A+, Network+ and Server+ are beneficial.
Regular work schedule of 40 hours per week and after hour and weekend availability as required to support the business or for emergency situations.
Frequently travels between Summit County, Cuyahoga County, Marietta, and Seneca County facilities. Possesses reliable transportation and a valid driver's license for necessary travel.
The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds.
QUALIFICATIONS:
High School diploma or equivalent required. Bachelor's degree in related field preferred and/or commensurate level of experience. Minimum of three (3) years hands on experience working with PC hardware, software and installations configuring and troubleshooting hardware, software, and peripherals. Must have demonstrated experience in PC hardware and software maintenance. Reliable transportation, a valid Ohio driver's license, and a driving record that does not preclude the employee from being covered by Agency liability insurance. Ability to travel frequently between Summit County, Cuyahoga County, Marietta, and Seneca County facilities required. Must have the ability to effectively work with Agency employees and outside contacts.
STARTING RATE: $22.00
per hour
Oriana House, Inc., is an Equal Opportunity Employer and Drug Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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)