IT Help Desk Specialist

(Remote options available 1-2 days a week) Want to be a DIFFERENCE MAKER? Join our team and BUILD BRIGHTER FUTURES. WHY WORK FOR OAKLAND FAMILY SERVICES? We know that in order for you to do your best work and meet our mission, you must be able to be your best self. At Oakland Family Services (OFS), we care about our staff as people first. We treat our team members like family and understand the importance of their families at home. We recognize the significance of flexibility and work/life balance. We also know that your successis our success. That's why OFS not only honors the talent and experience you bring; we actively seek to develop it. Oakland Family Services has proudly been named a Top Workplace for ten (10) consecutive years, voted on by our own staff. We offer a warm, engaging, equitable, supportive, and inclusive work environment. ABOUT OAKLAND FAMILY SERVICES Oakland Family Services is a private, non-profit service organization serving our community and building brighter futures for more than 100 years. We proudly offer a continuum of prevention, education and treatment services that span the human life cycle. OUR MISSION: Providing individuals and families the opportunity to build brighter futures. OUR VISION: Communities of thriving individuals and families. Between our strong commitment to our mission and a workplace culture that puts our staff first, we enrich the lives of those we serve, strengthen families, and build brighter futures for those we serve and those we employ. WHAT'S IN IT FOR YOU? Competitive compensation. Comprehensive medical, dental, prescription, and vision coverage. Flexible Spending Accounts and HSA options. Retirement plan with a company match. Long-term disability insurance. Voluntary short-term disability. Life insurance and AD&D. Malpractice insurance. Paid time off benefits, including generous vacation, sick, personal, and bereavement days. Twelve (12) paid holidays, including a floating holiday of your choice Annual pay increases, as approved. Employee assistance program for you and immediate family. Network of support for your health & well-being. Verizon cellular plan discount. Mileage reimbursement at the IRS rate. Loan forgiveness programs. PLUS Commitment to diversity, equity, inclusion, and belonging. Family friendly practices and support. Flexible work schedules, as appropriate. Hybrid and virtual work options, as appropriate. Highly robust and comprehensive onboarding and training program. Paid professional development. Free online trainings that count toward continuing education credits. Employee assistance programs. "Dress for Your Day" approach to dress code. Financial literacy education and workshops. Collaborative annual performance appraisals. "Casual for a Cause" program for clients and staff in need. And more Some benefits applicable to regular, full-time employees only. WE KNOW CULTURE MATTERS We spend many hours of our day working. Workplace culture affects our well-being, how we feel about coming to work, and how we perform. Oakland Family Services prioritizes having a healthy, inclusive, equitable, and effective workplace cultureThat's why we proudly have ten (10) defined cultural value statements that dictate how we operate. Cultural values are embedded into all we do and how we do it MORE ABOUT OUR AWARD-WINNING CULTURE Our CEO wants to get to know staff personally and has an open-door policy. She hosts regular staff lunches and townhalls to answer questions. Open, honest, and transparent communication is celebrated. We practice giving the benefit of the doubt. We believe that feedback is the breakfast of champions That's why we have a staff suggestion program. We want our team members to feel valued. That's why we have a staff recognition program. Having FUN is an important part of the job We love hosting events such as staff recognition celebrations and luncheons, road rallies, seasonal parties, food truck lunches, ice cream days, surprise giveaways, spirit weeks, Bring Your Child to Work Day, cook off/bake off contests, and more. ABOUT THE OPPORTUNITY/WORK The IT Help Desk Specialist is responsible to install, configure and troubleshoot desktop hardware and software. The incumbent will provide user support and customer service on company supported computer applications and platforms as well as troubleshoot problems and advise on the appropriate action. The position reports to the Director of Information Technology. Acquire and maintain current knowledge of all OFS programs and services. The incumbent should be familiar with all program evidence based/best practice guidelines and protocols, goals and objectives, eligibility criteria, funding mechanisms, critical success indicators and outcome measures and the measurement tools used. Respond to requests for technical assistance in person, or remotely. Provides quick resolution and excellent customer service. Diagnose and resolve technical hardware and software issues. Research questions using available information resources. Advise user on appropriate action. Follow standard help desk procedures. Identify and escalate situations requiring urgent attention. Redirects unresolved issues to the next level of support staff. Stay current with system information, changes, and updates. Keeps record of IT problems and their resolution using IT Ticket system. Deploy new computers, tablets, cell phones and printers. Install, modify, update, and repair computer hardware and software. Assist with Managing IT inventory, equipment assignments and upgrade schedules of IT hardware. Participate in user training and training material creation. Maintains technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Maintain daily performance of computers systems. Assist with network issues and configuration. Setup and manage user accounts for IT systems. Onboard new staff the agency by assigning them appropriate equipment and helping them access any applications, websites, accounts, networks, and printers needed. Support hosted phone system and voicemail. Travel between Oakland Family Services locations as needed. Suggests improvements on procedures. Assists with IT Audits. Responsible for incorporating principles of diversity, equity and inclusion in work processes and in job functions. Responsible for promoting a feeling of welcoming, belonging, and acceptance to all clients and staff. Other duties as assigned. Does this Describe YOU? Associate degree required; bachelor's degree in computer related discipline preferred. Training and experience in Computer Information Systems and networking. Experience with Microsoft Windows and Office products. Experience with Apple devices: iPhone, iPad, MacBook. Experience with Mobile Device Management (MDM). Experience with Microsoft 365 and their suite of applications i.e., Outlook, Teams, SharePoint. Experience with Microsoft 365 administration. Experience with Hosted (cloud-based) phone systems a plus. Experience with Windows Server and Active Directory management. Ability to determine computer problems and to coordinate hardware and/or software solutions. Ability to install and configure computer systems, hardware and peripherals. Ability to gather data and compile information and prepare reports. Ability to establish and maintain cooperative relationships with individuals and/or groups. Ability to analyze and solve problems. Selected candidates for this position must possess a sensitivity to the diversity of the Agency's service population including (but not limited to) differences of culture, race, religion, gender, sexual orientation and socioeconomic characteristics. Special abilities and skills necessary to perform the required tasks and that best meet the needs of the agency also will be considered. There may be some standards above that may be waived when compensating specifications or circumstances exist.