Desktop Support Specialist

REPORTS TO: Desktop Support Manager

RATE OF PAY: $20.46 per hour - $24.36 per hour

WORK SCHEDULE: Full-time, 37.5 hours per week. Primarily Monday - Friday, weekdays. Occasional evenings/weekends, as needed.

Please note that this desktop support position is primarily on-site at our Canton, NY office, with occasional travel to our other locations, primarily in St. Lawrence County but occasionally to Franklin County. Mileage is reimbursed for travel beyond the normal daily commute.

POSITION SUMMARY:

Provides software and network support, training, and troubleshooting in a networked microcomputer environment. Provides support for a wide range of applications, including Windows, Microsoft Exchange, Microsoft Office, and eClinicalWorks.

PRIMARY RESPONSIBILITIES:

1. Responsible for providing desktop software and technical support to Agency staff.

a. Responds to user requests for technical assistance and determines the nature and extent of support required.

b. Provides software support or refers requests to the appropriate staff member as needed.

c. Responds to software problem calls on-site or remotely, investigates error messages, and determines appropriate resolutions.

d. Reinstalls software or replaces program files causing errors and contacts software vendors or accesses online technical support to obtain updates or resolve issues.

e. Investigates potential causes of software and system issues and implements appropriate solutions.

2. Responsible for installing, configuring, maintaining, and supporting Agency technology systems and software.

a. Installs, configures, maintains, and troubleshoots a wide range of software applications used throughout the Agency.

b. Performs hardware and software upgrades to existing computer equipment as needed.

c. Assists with VMware and Hyper-V administration and maintenance.

d. Provides Windows network support, including installing network applications, granting user access, creating user groups, managing shared resources, installing peripherals, and configuring user computers to meet Agency security standards.

3. Responsible for supporting users through training, education, and technical documentation.

a. Trains users in the startup, basic, and advanced use of supported software programs, including email, Microsoft Office, Windows, and other Agency applications.

b. Provides group training sessions as requested.

c. Develops job aids and user documentation for software applications and common tasks.

d. Creates batch files or other procedures to facilitate software installation by support staff or improve user efficiency.

4. Responsible for supporting software evaluation, implementation, and technology planning.

a. Meets with management and staff to assist in the design, implementation, and configuration of software solutions.

b. Advises the supervisor regarding software standards and recommended updates.

c. Assists with the evaluation, testing, and implementation of software applications and planning for future technology needs.

d. Contacts software vendors to obtain specifications, pricing, licensing, and other purchasing information to assist departments in software selection.

e. Assists with software licensing, site license coordination, volume purchasing arrangements, and license tracking as requested.

5. Responsible for maintaining professional knowledge and supporting departmental operations.

a. Maintains current knowledge of standard microcomputer software applications and a working knowledge of commonly used hardware and software.

b. Performs other related duties as assigned to accomplish the objectives of the position.

• Bachelor's degree in computer science or related discipline preferred; Associate degree in computer science or related discipline and two (2) years relevant experience preferred; or a high school diploma and equivalent technical training and certifications to enable performance of all aspects of the position required.
• Ability to install, configure, troubleshoot, and maintain all software applications and peripheral equipment used by the Agency.
• Advanced skills in personal computer word processing, spreadsheets, databases, DOS, and Windows.
• Ability to analyze and assess problems and unusual situations and develop solutions.
• Knowledge of the health care industry and the role of IT in health care is preferred.
• Knowledge of how to assemble and disassemble personal computer components, including cabling, preferred.
• Ability to organize and execute work logically.
• Willingness to work evenings and weekends when necessary.
• Excellent verbal and written communication skills with the ability to communicate technical information to non-technical users.
• Heavy work; ability to frequently lift 25 – 50 lbs. to move and carry computer equipment.
• Excellent hand-eye coordination and excellent hand and finger dexterity, including the ability to grasp.
• Ability to sit for long periods of time.
• Ability to tolerate extensive exposure to a computer monitor/screen.
• Ability to tolerate extensive use of the computer keyboard.

Cerebral Palsy Association / Community Health Center of the North Country offers eligible employees excellent, affordable benefits options. Options include medical, dental, and vision insurance, Flexible Spending Account (FSA), Term Life/AD&D insurance, long-term and short-term disability, 401(k), and other elective programs. We also offer generous time off, including vacation, personal, and sick time, as well as paid holidays.