What are the responsibilities and job description for the Non-Profit Technical Support Specialist position at Homeless Empowerment Program (HEP)?
Title: Technical Support Specialist
Reports to: Systems Administrator
Department: IT
FLSA Status: Non-Exempt; Full-Time
*This position does have remote capabilities with management approval
A Technical Support Specialist is an IT professional responsible for aiding users who encounter technical issues with software, hardware, or systems. Their primary tasks include diagnosing and troubleshooting problems, offering HEP approved solutions, and ensuring that systems function properly.
PRINCIPAL JOB DUTIES AND RESPONSIBILITIES:
- Respond to and resolve assigned L1 IT tickets
- Provide support to non-technical staff with various technical issues or concerns
- Monitor surveillance cameras and their functionality
- Assist the Systems Administrator with hardware and networking upgrades or new software implementations upon request
- Assist Systems Administrators with various IT-related projects as directed
- Train new employees with basic computer concepts and company-specific software and processes
- Maintain, edit, and produce technical documentation in response to project or product changes
- Effectively communicate with staff in-person, by message, via video conferencing and/or phone
- Follow all HEP policies, procedures, and OSHA industry standards
EDUCATION, KNOWLEDGE AND SKILLS REQUIRED:
- Associate degree in computer science, management information systems, or related field, or similar certifications required
- Sensitivity to the cultural diversity of clients to successfully work with diverse racial, ethnic, and economic groups
- Two years of relevant experience with Microsoft Windows workstations, Windows Server, Microsoft 365 Suite, printers/copiers/scanners
- General knowledge of networking, LAN, DNS, DHCP, Wireless Networking
- IP Phone Systems
- Experience with antivirus software
- Understanding of electronic faxing
- Ability to adapt to changes with little notice
PHYSICAL DEMANDS AND WORKING CONDITIONS:
- The physical environment requires the employee to work both inside and outside in heat, wet/humid, dry/arid conditions
- Ability to lift to 70 pounds occasionally; Over 70 pounds requires a team-lift
- Position requires sitting, standing, bending, reaching, twisting, climbing, etc.
- Walking on uneven surfaces around campus
- Occasionally required to access confined or less sanitary spaces
- Must be able to successfully pass drug, alcohol and background screening Level 1
- Valid, clean Florida driver license required
- Local travel may be necessary for business purposes
- Maintains strict confidentiality of sensitive information and adheres to all company policies regarding data protection and privacy.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Free parking
- Health insurance
- Health savings account
- Life insurance
- On-the-job training
- Opportunities for advancement
- Paid time off
- Paid training
- Professional development assistance
- Vision insurance
- Wellness program
Work Location: In person