Systems Support Spec - Penn-Mar Human Services

The Systems Support Specialist (Onsite- Mon -Fri) is responsible for assisting with the support and maintenance of company computers, client applications, peripherals, and other hardware as well as assisting with the administration of network applications, hosted services, and cloud solutions. Serves as the primary contact for end-user helpdesk services and coordinates timely problem resolution while providing excellent customer service. Assigns and escalates service desk tickets as appropriate. Works closely with the Systems Administrators to respond to the technology needs of the user community. Implements standardized setup, configuration, administration, and support for client-based systems and hardware. Creates end-user training materials and other system documentation as assigned. Assists the IT Systems Manager with client system-related projects and tasks while focused on the goal of providing high-level support to staff so they can provide better services for team members and the people we support.

Education/Experience:

AA degree or equivalent related experience in information technology or computer science required; bachelor’s information technology or computer science degree preferred.

Required Skills/Abilities:

• Knowledgeable of standard client-based hardware and software solutions required.
• Demonstrated proficiency with computers, mobile devices, and associated applications required.
• Experience providing end-user support services and using Helpdesk applications is preferred.
• Demonstrated proficiency with network hardware and services is preferred.
• Ability to communicate and work effectively with the public, team members, and people we support required.
• Experience in social or human services and the non-profit sector preferred.
• Ability to communicate and work effectively with the stakeholders and team members at all levels of the organization as well as vendors and consultants required.
• Strong critical thinking and problem-solving skills required.

Duties/Responsibilities:

Technical Support

• Provides tier-1 support for all IT systems and applications; Escalates appropriate tier-2 and 3 tickets to a Systems Administrator in a timely manner with a focus on customer service.
• Meets or exceeds stated service desk support metrics.
• Assist with the creation, administration, and termination of end-user accounts per access control policies.
• Supports new hire onboarding and orientation processes as assigned.

Systems Administration

• Serves as contact for end-user helpdesk services and coordinates problem resolution.
• Provides technical support for computing devices including desktop, notebook, tablet, and smartphone computers and devices.
• Coordinates outside vendor technical support as assigned.
• Performs new computer configurations and peripheral installations.
• Performs reconfiguration services for desktop and notebook systems.
• Maintains hardware and software asset database for client-based systems.
• Using the company’s Service Board application, enters and tracks support issues in a timely manner.
• Assists with the creation and maintenance of technical documentation for computer systems and client hardware.
• Assists System Administrator or IT Systems Manager in other client-related projects as assigned.
• Performs related duties as assigned.

Security

• Assists with the implementation and support of company-wide security systems and initiatives.
• Assists with the implementation of system and end-user permissions and access in adherence with company standards and approvals.

Compliance

• Completes HIPAA compliance processes, procedures, and controls as assigned.
• Reports and documents any potential HIPAA violations to the Company Security Officer immediately.

Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job the employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arm.
• Be able to lift/move 40 lbs.
• Ability to verbally communicate thoughts clearly and organize, document, and remember information.

Penn-Mar is an Equal Opportunity Employer and is committed to diversity and inclusion.