We currently have a hybrid work environment.

JOB SUMMARY: Serves as THA staff’s first point of contact for technical support and assistance through troubleshooting problems, researching and answering questions, and maintaining staff-assigned hardware. Assists staff with the use of select software and online services. Provides technical in-person and online meeting support to staff as needed. Performs technical duties as directed by the Assistant Vice President of Information Technology and the Systems Administrator.

ESSENTIAL FUNCTIONS OF THE JOB:

1. The ability to adapt to a changing work environment and meet challenges presented throughout the day.

2. Prioritize and provide helpdesk support to all staff. Appropriately escalate technical issues to other IT staff, as necessary.

3. Provide Audio/Visual (AV) support for conference events (on THA premises and off-site for local events).

4. Assist staff with creating and administering online meetings (Teams, Zoom, etc.)

5. Assist staff with the use of Microsoft Office desktop and online applications.

6. Assist staff with the use of cloud technologies such as Office 365, Microsoft OneDrive, Microsoft Teams, Microsoft SharePoint, and Microsoft Authenticator.

7. Assist staff with password resets.

8. Assist the Systems Administrator with basic network support.

9. Provide sound technical recommendations to staff that are based on their specific parameters, requirements, and restrictions.

10. Must be available in the office during regular office hours unless job responsibilities require otherwise, or hybrid work arrangement is in place.

11. Must be available for local travel approximately 4 percent of the time, be able to drive an automobile and maintain a valid driver’s license.

MARGINAL JOB FUNCTIONS:

1. Provide basic maintenance and support on all network printers/copiers.

2. Assist with security related activities such as performing and documenting security tests.

3. Assist with Microsoft Teams and SharePoint administration.

4. In very rare circumstances, must be available to work extended hours or weekends in the event of system upgrades, maintenance, critical patches, troubleshooting, etc.

DIMENSIONS:

Number of users supported: approximately 55

Number of workstations supported: approximately 75

Number of staff requests completed each year: approximately 500

ORGANIZATIONAL STRUCTURE: (Positions reporting directly to this position, if any, and their areas of responsibility)

None

GUIDANCE & DIRECTION: (Policies, precedents or procedures that guide this work)

1. Health Insurance Portability and Accountability Act (HIPAA)

2. THA Information Security Policies and Procedures

Educational and Experience Requirements Needed to Perform the Duties of the Job:

At least one of the following is required:

• Associates or Bachelor’s Degree with a focus in Computer Information Systems or related area
• At least one year of experience in a similar position
• A certification in CompTIA A or CompTIA Network

Licensing or Other Special Certifications Required:

Preferred but not required:

• CompTIA A
• CompTIA Network

Skills Required to Perform the Duties of the Job:

1. Effective troubleshooting and root cause analysis of issues.

2. Effective in prioritizing multiple projects and issues based on business needs.

3. The ability to effectively communicate with staff at all levels of the organization.

4. Effective and detailed approach to taking notes and documenting issues.

5. Working knowledge of network architecture and software troubleshooting.

6. Strong understanding of Microsoft Windows 10.

7. Working knowledge of Microsoft Server 2016 and later.

8. Working knowledge of basic Active Directory user administration.

9. Working knowledge of cloud technologies and remote environments such as Office 365, Azure Active Directory, and Microsoft Exchange Online.

10. Proficiency in scripting and web languages such as PowerShell, HTML, and JavaScript desired but not required.