Desktop Support Specialist

MISSION STATEMENT

Acacia Network, the leading Latino integrated care nonprofit in the nation, offers the community, from children to seniors, a pathway to behavioral and primary healthcare, housing, and empowerment. We are visionary leaders transforming the triple aim of high quality, great experience at a lower cost. Acacia champions a collaborative environment to deliver vital health, housing and community building services, work we have been doing since 1969. By hiring talented individuals like you, we’ve been able to expand quickly, with offices in Albany, Buffalo, Syracuse, Orlando, Tennessee, Maryland and Puerto Rico.

POSITION OVERVIEW 

The Desktop Support Specialist is a trained computer expert who provides technical support to users of computer software and hardware running the operating systems. Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required. Will work closely with the Senior IT Service Support Manager when analyzing and making recommendations for hardware and software standardization.

KEY ESSENTIAL FUNCTIONS

• Build, maintain, and implement desktop imagines for all different types of hardware/software. 


• Drive to offsite locations in Western New York (Buffalo, Dunkirk, and Rochester). 


• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 


• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required. 


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 


• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution. 


• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. 


• Maintain and enhance performance of all new and existing software and applications across the organization. 


• Identify and learn appropriate software applications used and supported by the organization. 


• Participate in the design, development, and delivery of software applications training programs and individual classes. 


• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution. 


• Apply diagnostic utilities to aid in troubleshooting. 


• Manage and/or provide guidance to junior members of the team. 


• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

REQUIREMENTS

• High school diploma plus relevant experience, required. 


• Bachelor’s degree in information technology, preferred. 


• Minimum of 2 years’ experience working in Information Technology with similar job duties. 


• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, and Operating Systems including Windows, MS Office Suite, etc. 


• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques. 


• Able to develop and interpret technical and user-friendly language. 


• Ability to effectively prioritize and execute tasks in a high-pressure environment. 


• Experience working in a team-oriented, collaborative environment.

WHY JOIN US?

Acacia Network provides a comprehensive and competitive benefits package to our employees. In addition to a competitive salary, our benefits include medical, dental, and vision coverage. We also offer generous paid time off, including vacation days and paid holidays, to support a healthy work-life balance. We prioritize the well-being of our employees both professionally and personally.

As an Equal Opportunity Employer, we encourage individuals from all backgrounds to apply.