IT Help Desk Support Specialist

Brief Description

The Help Desk Support Specialist position’s primary objective is to install and support computers and network equipment at Arc sites, including Arc residential homes. Support and be the main contact for all users at all sites. Assist in the development and implementation of procedures necessary to ensure that environments operate at peak efficiency.

Our Mission

The Arc Baltimore supports people with developmental disabilities to lead fulfilling lives with a sense of belonging, purpose, and meaningful relationships.

Who We Are

Since 1949, The Arc Baltimore has been an indispensable resource, providing employment training and support, day and residential services, family support and education, treatment foster care, assistive technology services, respite care, public policy advocacy, and information and referrals.

The Arc Baltimore’s full and part-time employees provide services at people's homes, places of employment, day centers, and neighborhoods.

What We Offer

A generous benefits package including:

• 8 Holidays, 15 Vacation days, 9 Sick and Safe Leave days
• Single and family medical, dental, and vision coverage
• Health and Dependent Care Flexible Spending Accounts (FSAs)
• Voluntary Accident and Hospital Indemnity insurance
• Short-Term Disability (STD) and Long-Term Disability (LTD)
• Life insurance (Employee, Spouse, Children)
• 403(b) plan with employer match available after 1 year
• Employee Assistance Program (EAP) and Health and Wellness package
• Legal Assistance and Pet plans
• Tuition Reimbursement
• Employee Discount Program
  
  

Job Responsibilities

Essential Job Duties:

Install and support computers at Arc Community Living (CL) residences:

• Member of Onboard/Exit group – Create/Edit/Delete User Accounts within Active Directory, Office 365, Kaseya, DUO, etc.
• Train staff how to access systems/programs (Office 365) and how to access files.
• Assist in coordinating with CL Directors for the priority list of homes to receive Installs.
• Assist in signing up for Internet Services (when needed).
• Conduct assessment of designated sites to determine setup configuration.
• Install computers.
• Install printer/fax/scanners if required.
• Set up computers with the necessary software and configuration for deployment.
• Document homes that have been completed and keep inventory of PCs.
• Maintain a stock of toner for all CL Living printers in the homes.
• Run Reports to keep inventory up to date.
• Keep Windows Software updates on PCs.
• Perform support to CL Homes remotely. If not able to fix the problem remotely, visit the homes.
• Prioritize and schedule troubleshooting and repairs.
• Assist in contacting Internet Provider if the internet is down. (all locations)
  
  

Install and support computers and network equipment at Arc Locations (Seton, Homeland, Dundalk and Main Office):

• Member of Onboard/Exit group – Create/Edit/Delete User Accounts within Active Directory, Office 365, Kaseya, DUO, etc.
• Install and upgrade computers at the request of managers at the Arc Locations
• Assist in Troubleshooting network (switches and firewalls) or internet (VPN) problems.
• Analyze future hardware and software needs.
• Promote staff training.
• Keep Office 365 Guide up to date for Employees in CL Homes, Arc Offices, and Remote Users.
• Maintain inventory of PC/Network cables and accessories
• Train staff how to access systems/programs (Office 365) and how to access files.
• Document new procedures within the IT Department.
• Troubleshoot user desktops, satellite offices and CL Homes remotely when possible.
• Create Tickets with Comcast if a CL House is having Internet/Phone Issues.
  
  

Non-Essential Job Duties

• Consult with other staff regarding technological matters not directly related to the MIS (e.g. phones, security systems etc.)
• Perform other duties assigned by supervisor.
  
  

Qualifications

Required:

• High school diploma or G.E.D required.
• 2 years of relevant experience is required.
• Valid driver’s license (not provisional) with a clean driving record
• Must have a personal vehicle to use daily for work related transportation
  
  

Preferred

• Associate’s Degree in Information Technology Systems or related studies is preferred
• Nationally recognized certifications preferred
  
  

Knowledge, Skills And Abilities

• Office 365, 0365 Admin
• Windows 10 and higher
• Active Directory & Azure
• Multi-Factor Authentication
• User Support
• Excellent oral and written communication skills
• Excellent organization skills
• Problem solving
  
  

Working Conditions

• This position will service equipment and software at 4 satellite offices: Main Office and multiple residential houses throughout the Baltimore Area.
• Hours are typically 8:30AM – 4:30PM
• Must be able to work flexible hours. May be required to work some evenings and weekend hours. Only when certain circumstances come up and very minimum, if at all.
• Travel to different sites is required
• The position is classified as moderate lifting: Lifting 60 lbs. maximum with frequent lifting or carrying of objects weighing up to 15 lbs.
  
  

The Arc Baltimore provides Equal Employment Opportunities (EEO) and is committed to a workplace free of discrimination and harassment based on race, color, religion, age, gender, sex, pregnancy, national origin, disability, height, weight, gender identity, marital status, military status, sexual orientation, veteran status, genetic information, or any other characteristic protected by law. We welcome everyone interested in our mission to join us. If you require accommodation during the application process, please contact us and we will make every effort to meet your needs.