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Delta’s Mission: To enrich the lives of individuals and families through outstanding community-based supports and mutually rewarding relationships.
Values: Customer Focus, Performance Excellence, Learning and Growth
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Position Summary
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This position is responsible for routine maintenance, set-up, configurations, etc. for hardware and software systems, analyzing and resolving end-user trouble tickets. Assist with IT project work and documentation assigned. Ensure compliance with IT processes, cyber security practices, policies and procedures.
Advances Delta’s Mission and Values. Reports to: Communications and Technology Manager
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Principal Duties and Responsibilities
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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The duties listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist the Director of Information Technology and Communications and Technology Manager with assigned projects, asset management, and comprehensive documentation.
- Interface with users, answer questions and resolve technical problems with PCs, Laptops, Servers, Software, Networking/WIFI, and phone systems.
- Perform routine maintenance, setup and configurations for hardware and software systems.
- Analyze and resolve end-user trouble tickets submitted by phone, email, portal or in-person.
- Escalate problems that fall outside of the skill level of this position to tier 2 support (Network and Computer systems Administrator or Director of IT).
- Travel to supported sites to help with installations, routine maintenance or problems. Travel between PA and NJ office and facility locations as needed.
- Understand and be able to use desktop and software support skills, including but not limited to:
- Microsoft Operating Systems (Windows 10, Server 2012, 2016, 2019)
- Microsoft Office (Word, Excel, PowerPoint)
- Antivirus/Malware software
- Desktop PCs, Laptops, Network Switches, and miscellaneous hardware
- Write technical documentation for IT Staff and end-users.
- Ensure compliance with Delta and IT processes and procedures.
- Preaches and adheres to Delta Community Supports comprehensive cyber security policy.
- Perform other duties as assigned by Communications and Technology Manager.
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Requirements
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- Strong presentation skills; Ability to use excellent oral and written communications skills
- Strong analytical and problem solving skills
- Strong customer service and collaboration skills
- Ability to work effectively with people, facilitating their growth and development
- Demonstrated commitment to equity, diversity and inclusion
- Fully proficient at an advanced level in Microsoft Office, especially Word, PowerPoint and Excel and the ability to learn new and emerging software
- Fully proficient in the operation of helpdesk ticket software and project management software
- Ability to read, write and speak English and communicate effectively with all constituencies of a diverse community; perform arithmetical calculations
- Ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds
- Ability to use telephone, voice mail, copier, fax machine, computer and calculator
- Aptitude for balancing multiple priorities with strong organization, time management and prioritization skills.
- Ability to self-direct, self-pace, multi-task and function well under the pressure of deadlines and conflicting priorities
- Physical activities needed to perform the essential job functions: reaching, lifting, finger dexterity, grasping, repetitive motions, and visual activity.
- Ability to lift, pull and push 50 pounds.
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