Job Summary Serves as a technical resource to Information Technology management by working to ensure that businessprocesses and systems (computers, printers, copiers, telephones, cameras, Cisco VoIP, and video conferencing etc) within the entire Unit service area (all properties, programs, systemsand processes) are supported by the appropriate information technology systems and that these systems and processes are fully integrated and aligned in support of daily operations and department needs. Essential Functions This position description should not be interpreted as all inclusive. It is intended to identifythe major responsibilities and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those statedin this position description. Technical/Help Desk Support/System Security (50%) Monitors service levels and prepares reports. Assists the management team with the IT infrastructure design and operations for Salvation Army buildings as needed. Works with the management team in resolving outstanding service requests; tracks and evaluates frequency and types of service requests in order to detect trends and possible improvements, solutions or preventative action. Maintains the constant security and accountability of all system users ensuring that users are added and deleted in a timely manner and in accordance with established policies and procedures at all times. Coordinates the e-mail installation and set-up of mobile devices during the initial set-up process. Responds to help desk calls covering all product and services lines. Providestechnical support to end users. Serves as support for allLotus Notes accounts. Establishes and maintainsthe user list process (for new employees/officers, removing old employees/officers) for tracking all concurrent users; ensures proper security levels are maintainedat all times based on user privileges and authority; monitors access control list. Establishes, records and tracks application codes; map users to application codes; ensures the accuracy and completeness of the same at all times. Establishes and maintains security groupings; ensures desired security levels are maintained at all times; reports any threats to security goals to the IT management immediately; ensures the confidentiality of the same when warranted. Assists with vendor management and plans/executes system upgrades. Business Processes & IT Systems Evaluation (25%) Establishes and maintains a detailed understanding of all technological and administrative work processes and procedures in order to serve as a technical resource for product selection, implementation, daily operations, maintenance, and troubleshooting of equipment to include computers, printers, copiers, telephones, cameras, Cisco VoIP, and video conferencing etc. Conducts ongoing benchmarking and external assessments of leading products and services available in the industry in order toserve as a resource of information and options available to the IT management. Monitors IT performance by measuring efficiency of development and technical support Serves as communication liaison between sections within the department andother sites. Assistsin prioritizing work across functional areas Works with system users during implementation and on an ongoing basis to ensure systems are fully understood and utilizedby users. Works with functional management to identify, prioritize, and provideprocess improvement opportunities; makes recommendations to the IT Manager based on discoveries. Data Migration & Mapping (15%) Coordinates the data migration for all or any contract mandated information systems; audits the same work to ensure data migration is accurateand complete. Assists in data mapping processes as required in order todocument current and desired processes. Coordinates data migration process with Lotus Notes client database for emergency assistance(when required). Defines improvement projects and manages project implementationas necessary. OtherResponsibilities (10%) Monitors system security. Administers users for all programs, adding new and deletingterminated users. Upload/download other shared database data in order tocoordinate client data. Assistsother IT team members with technology support and operationsas necessary. Performs other duties as assigned. Materials and Equipment General Office Equipment Multi-line Telephone Computers Servers Photocopy Machine Cameras Printers Video Conferencing Equipment Cellular Phone Smart Devices Knowledge, Skills and Abilities Thorough understanding of how systems software and applications impact operations. Excellent written and verbal communication ability. Proven track recordof writing policies and procedures. Demonstrated background in administrative and operations functions and interrelationships. Demonstrates the characteristics of courtesy, honestyand integrity necessary to meet customer service expectations. Knowledge of local, state, and federal regulations governing private information management. Knowledge of effective communication practices. Ability to develop, implement, and enforce program policies and procedures. Ability to remain calm and make sound decisions during stateof crisis. Ability to plan, organize, and prioritize work in order toaccomplish work in compliance with quality standards and deadlines. Ability to build and maintaineffective and professional working relationships with clients, employees, Salvation Army Officersand vendors. Ability to multitask and jugglesmultiple priorities effectively without becoming frustrated. MENTAL AND PHYSICAL ABILITIES: Ability to meet attendance requirements. Ability to read, write, and communicate the English language. Ability to perform mathematical computations. Education and Experience Associates Degree in Information Technology or related field or two years of technical college from an accredited college or university required. and Three (3) years of varied work responsibilities in an Information Technology department or any equivalent combination of training and experience which provides the required knowledge, skills, and abilities. Certifications One or more relevant certifications such as MCSE, CCNA or equivalent certification are required. Physical Requirements/Working Conditions Limited amount of physical effort required associated with walking, standing, driving, lifting and carrying heavy computer equipment (25-50 lbs.) 10-15 % of work time. Physical ability to "team lift" heavy materials, supplies and equipment (50-100 lbs.) occasionally. Duties are usually performed seated. Sitting may be relieved by brief or occasional periods of standing, walking or driving a vehicle for site visits. Most work is performed in a normal office environment where there are little or no physical discomfort associated with changes in weather or discomforts associated with noise, dust, dirt, and the like. All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.