JOB SUMMARY: The qualified candidate is required to respond to computer support request and performing assign projects. Projects and request involve computer and telephony setup | configuration, hardware | software trouble shooting, following inventory procedures, some end user training, and communication with vendors for product research and support. This candidate must be organized and demonstrate proficiency in Windows Operating Systems, Office Applications, and comfortable learning new technology skills as required. The IT Computer and Telecom Support Tech II is required to work with the entire IT department as well as assist the Network System team administer general admin tasks in Active Directory, Virtual Services, Fax and Unified Enterprise Services.

Preferred Certification: Microsoft Certified Desktop Support Technician and Fundamental IP-PBX training is highly desirable.

JOB SPECIFICATIONS AND CORE COMPETENCIES

Essential Functions:

• 20% Engage in providing professional technical assistance within areas of responsibility in support of Community Helpdesk services. Provide reliable technical expertise by providing accurate and quality support of computer and telecom equipment for the organization.
• 10% Manages IT support Service Desk queues daily and ensure that computer and telecom service requests are serviced within corporate SLA guidelines. Provide both remote and in person assistance to facility end users work-stations and remote assistance to work from home end users work-stations.
• 25% Install and support all CHC approved software as required on desktop and laptop computers. This includes Microsoft Office products and other software products supported by the IT department. Work with vendor support if issue requires vendor assistance.
• 10% Assist IT Telecom with telecommunication administrative tasks: This includes deploying and moving phones within the organization. Create and modify user accounts in Avaya, Microsoft Lync and Unified Messaging Systems. Provide training to CHC staff on the usage of phone devices and run basics reports. Mange day to day telephone and unified messaging system routine maintenance and system backup.
• 10% Coordinate resource allocation by supporting use of media collaboration tools including projectors, video/audio conferencing and wired/wireless access for quest meetings/presentations. Perform a routine check on all conference room media equipment.
• 10% Assist in routine administration of computer updates and system monitoring including latest Microsoft, Bios, Firmware, driver and anti-virus updates and application presence and usage.
• 10% Maintain a complete inventory of hardware (desktop and laptop computers, wireless devices, printers and phones). Coordinate with HHS to asset tag all CHC new equipment assets and work with HHS to decommission old equipment.

Marginal Functions:

• 5% Research hardware and software product availability, pricing and specifications.
• Assist in obtaining and preparing data for decision-making, planning and evaluation.
• Prepare appropriate use knowledge and good documentation process.
• Plan and organize the process for related workstation projects including computers/printers/projectors/fax/ Mobility upgrades and software rollouts.
• Other duties may be assigned

Reports to Position Title: Manager Service Desk
Employees Supervised Titles: N/A

MINIMUM QUALIFICATIONS:

• Education/Specialized Training/Licensure: High School degree, GED or equivalent
• ITIL certification or obtained within 6 months of employment.
• A+ , Network+ Certification Preferred

Work Experience (Years and Area):

• 3 + years in computer desktop support experience

Management Experience (Years and Area): N/A
Software Proficiencies: Microsoft Office (Word, Excel, Outlook)

Other: Some late nights and weekends required for system upgrades and special projects.

Competencies:

• Problem Analysis
• Attention to Detail
• Analytical Thinking
• Above Average Verbal
• Writing /Composing