Council on Aging of Southwestern Ohio
IT HELP DESK SPECIALIST TIER 3
Council on Aging of Southwestern Ohio, Cincinnati, Ohio, United States, 45208
IT HELP DESK SPECIALIST - TIER 3
Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families and caregivers. We promote choice, independence, dignity and well-being through a range of services that help people remain in their homes for as long as possible.
COA is a state-designated Area Agency on Aging, serving a 5-county region. One call to COA links people to the wide variety of agencies, information and programs that serve older adults and people with disabilities.
COA has more than 300 employees, close to 300 contracted providers, and an annual budget of $115 million.
Our mission:
Enhance lives by assisting people to remain independent through a range of quality services .
Position Description : Acts as an advanced level of support when dealing with more complex technical issues that go beyond the knowledge of Tier 2
Essential Job Functions and Responsibilities
:Provide end user technical support for all COA staff through in-person, phone, e-mail, and other electronic means.Troubleshoot problems, diagnose issues, arrive at potential solutions, implement, and assist Tier 1 and Tier 2 Specialists with more complex situations in a timely manner.Complete thorough documentation of all issues and their corresponding resolutions using systems as required.Implement, manage and maintain Access Control, accounts, Active Directory/Entra ID, Office 365, DUO, other accounts and licenses for end usersImage, repair, and maintain hardware and software for all company owned equipment including laptops, cell phones, MFDs, and other devices as assigned.Install and maintain cell phones, laptops, peripherals, and accessories.Responsible for the budgetary management, purchasing, refresh cycles and sunsetting of TIS Inventory.Seek to identify process improvements and potential security concerns.Work with third-party vendors on issues related to wireless service, VoIP service, software, and other services and applications as required.Responsible for the maintenance and development of departmental policy and procedure, best practices, knowledge base articles, and other documentationQualifications/Technical Requirements:
Associate's Degree in an IT related field or equivalent experience.Excellent customer service skills while working directly with end users.PunctualityIntermediate to Advanced knowledge of:
Laptops, Dell, MS Windows OS 10 & 11Samsung Cell Phones and Android OS.Security
NetworkApplicationInformationOperational
HIPAA
PolicySecurity
Office 365 Application support
Word, Excel, Power Point, Teams and Teams Applications.
Networking
Networking, Switches, Routers, Wireless, IP, firewalls, cabling, VPN, Domains, Wireless, ISP, Cloud ComputingServers
Cloud ComputingCOA Program Areas and application knowledge, gained after employment
Demonstrated competency in logical and analytical thinking.Demonstrated ability to lead and manage projects, work and contribute to a team environment.Experience in Salesforce (Skedulo, Hawcs), Vonage or other VoIP solutions, BI, analytics or Teams Apps a plus.Experience in healthcare preferred.Physical Demands:
Lifting, up to 50 lbs., moving computer equipment and supplies.Sitting for long periods of time while using the computer and phone.Walking and moving to obtain material for staff and customers.Stretching and bending to move equipment and gather information.Work Environment:
Non-smoking buildingClimate controlled office areaOccasional work from home
Council on Aging is proud to be an equal opportunity employer. Council on Aging considers qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families and caregivers. We promote choice, independence, dignity and well-being through a range of services that help people remain in their homes for as long as possible.
COA is a state-designated Area Agency on Aging, serving a 5-county region. One call to COA links people to the wide variety of agencies, information and programs that serve older adults and people with disabilities.
COA has more than 300 employees, close to 300 contracted providers, and an annual budget of $115 million.
Our mission:
Enhance lives by assisting people to remain independent through a range of quality services .
Position Description : Acts as an advanced level of support when dealing with more complex technical issues that go beyond the knowledge of Tier 2
Essential Job Functions and Responsibilities
:Provide end user technical support for all COA staff through in-person, phone, e-mail, and other electronic means.Troubleshoot problems, diagnose issues, arrive at potential solutions, implement, and assist Tier 1 and Tier 2 Specialists with more complex situations in a timely manner.Complete thorough documentation of all issues and their corresponding resolutions using systems as required.Implement, manage and maintain Access Control, accounts, Active Directory/Entra ID, Office 365, DUO, other accounts and licenses for end usersImage, repair, and maintain hardware and software for all company owned equipment including laptops, cell phones, MFDs, and other devices as assigned.Install and maintain cell phones, laptops, peripherals, and accessories.Responsible for the budgetary management, purchasing, refresh cycles and sunsetting of TIS Inventory.Seek to identify process improvements and potential security concerns.Work with third-party vendors on issues related to wireless service, VoIP service, software, and other services and applications as required.Responsible for the maintenance and development of departmental policy and procedure, best practices, knowledge base articles, and other documentationQualifications/Technical Requirements:
Associate's Degree in an IT related field or equivalent experience.Excellent customer service skills while working directly with end users.PunctualityIntermediate to Advanced knowledge of:
Laptops, Dell, MS Windows OS 10 & 11Samsung Cell Phones and Android OS.Security
NetworkApplicationInformationOperational
HIPAA
PolicySecurity
Office 365 Application support
Word, Excel, Power Point, Teams and Teams Applications.
Networking
Networking, Switches, Routers, Wireless, IP, firewalls, cabling, VPN, Domains, Wireless, ISP, Cloud ComputingServers
Cloud ComputingCOA Program Areas and application knowledge, gained after employment
Demonstrated competency in logical and analytical thinking.Demonstrated ability to lead and manage projects, work and contribute to a team environment.Experience in Salesforce (Skedulo, Hawcs), Vonage or other VoIP solutions, BI, analytics or Teams Apps a plus.Experience in healthcare preferred.Physical Demands:
Lifting, up to 50 lbs., moving computer equipment and supplies.Sitting for long periods of time while using the computer and phone.Walking and moving to obtain material for staff and customers.Stretching and bending to move equipment and gather information.Work Environment:
Non-smoking buildingClimate controlled office areaOccasional work from home
Council on Aging is proud to be an equal opportunity employer. Council on Aging considers qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.