IT Support Specialist

THE IT SUPPORT SPECIALIST IS THE PRIMARY ONSITE TECHNICAL HANDS AND FIRST-LINE SUPPORT FOR END USERE. THE ROLE FOCUSES ON PHYSICAL HARDWARE, LOCAL INFRASTRUCTURE, QUICK USER ASSISTANCE, AND COORDINATION.

• COLLABORATE WITH MANAGED SERVICE PROVIDER (MSP) AND SYSTEMS INTEGRATION ENGINEER TO DEFINE HARDWARE STANDARDS AND RECOMMEND DEVICE CONFIGURATION
  • ORDER DEVICES AT A REASONABLE COST WITH APPROPRIATE DISCOUNTS AND NON-PROFIT TAX EXEMPTIONS
• EVALUATE AND COORDINATE WITH TECHNOLOGY VENDORS FOR EQUIPMENT AND SERVICES
• RECEIVE AND PROCESS SHIPMENTS OF NEW EQUIPMENT
• WIPE AND RECYCLE OLD HARDWARE
• MAINTAIN SPARE PARTS INVENTORY (MICE, CHARGERS, CABLES, ETC.)
• PERFORM HARDWARE TROUBLESHOOTING AND REPLACEMENT
• MAINTAIN PRINTERS
  • TONER, JAMS, DRIVER INSTALLS AND NETWORK CONFIGURATION
• MAINTAIN NETWORK CABLING
  • TROUBLESHOOT SERVICE OUTAGES AND COMMUNICATE WITH VENDORS ON RESOLUTIONS
• MAINTAIN WI-FI ACCESS POINTS
  • TROUBLESHOOT SERVICE OUTAGES AND COMMUNICATE WITH VENDORS ON RESOLUTIONS
• MANAGE THE PHYSICAL SERVER ROOM
• ASSIST AS NEEDED WITH DAILY USER NEEDS AS DIRECTED BY MSP SUPPORT TICKETS
• ASSIST WITH PASSWORD RESETS, MFA DEVICE SETUP AND ACCOUNT UNLOCKS WHEN MSP TOOLS CAN'T REACH THE MACHINE
• COMPLETE SOFTWARE INSTALLATIONS OR CONFIGURATIONS THAT REQUIRE LOCAL ADMIN RIGHTS OR PHYSICAL PRESENCE
• ONBOARD NEW HIRES (DELIVERING EQUIPMENT, SETTING UP DESK, CONNECTING PERIPHERALS, EXPLAINING POLICIES)
• ACT AS MSP'S "ONSITE EYES AND HANDS" - JOINING REMOTE SESSIONS TO PROVIDE PHYSICAL ACCESS, REBOOT HARDWARD, SWAP CABLES, ETC.
• ESCORT MSP ENGINEERS OR VENDORS WHEN THEY NEED TO VISIT THE SITE
• ESCALATE ISSUES TO THE SYSTEMS INTEGRATION ENGINEER THAT THE MSP CAN'T RESOLVE REMOTELY
• MANAGE THE RELATIONSHIP BETWEEN THE COMPANY AND MSP IN COOPERATION WITH THE SYSEMS INTEGRATION ENGINEER (COMMUNICATING PRIORITIES, FOLLOWING UP ON TICKETS, ETC.)
• TRACK AND AUDIT ALL IT ASSETS (LAPTOPS, MONITORS, DOOR SYSTEMS, CAMERA SYSTEMS, E-CALL SYSTEMS, INTERCOM/PA SYSTEMS, ELEVATOR PHONES AND LANDLINES)
• SUPPORT CONFERENCE ROOM AV (CONNECTING LAPTOPS TO DISPLAYS, TROUBLESHOOTING ZOOM/TEAMS ROOMS, UPDATING FIRMWARE ON ROOM SYSTEMS)
• SUPPORT MOBLE DEVICES
  • COORDINATED WITH MSP
• MANAGE SECURITY TASKS THAT REQUIRE PHYSICAL PRESENCE (BADGING SYSTEMS, DOOR ACCESS CONTROL, CAMERA SYSTEMS, VISITOR IT ACCESS)
• COLLABORATE WITH MSP AND SYSTEMS INTEGRATION ENGINEER TO ENSURE COMPLIANCE WITH ALL REQUIRE CYBER SECURITY MEASURES
  • MUST FOLLOW ALL GUIDANCE FROM INSURANCE COMPANIES
  • MUST FOLLOW ALL GUIDANCE FROM FINANCIAL PARTNERS, IF APPLICABLE

Supervisory responsibilities

NONE

Work environment

AN IT SUPPORT SPECIALIST NORMALLY WORKS IN AN OFFICE ENVIRONMENT

Physical demands

THIS POSITION REQUIRES SITTING AT A DESK FOR EXTENDED PERIOD OF TIME AND SIGNIFICANT AMOUNT OF TIME ON THE PHONE. MUST BE ABLE TO PUSH/PULL/LIFT TO 50 POUNDS AT A TIME.

Travel required

RELIABLE TRANSPORTATION. MAY NEED TO TRAVEL TO CO-OPS ON OCCASION.

Required education and experience

• HIGH SCHOOL DIPLOMA OR EQUIVALENT REQUIRED; ASSOCIATE'S OR BACHELOR'S DEGREE IN IT IS A PLUS
• AT LEAST 3 YEARS OF EXPERIENCE IN IT SUPPORT OR DESKTOP SUPPORT ROLE
• STRONG KNOWLEDGE OF WINDOWS OPERATING SYSTEM AND MICROSOFT 365
• EXPERIENCE SUPPORTING MOBILE DEVICES (APPLE IPADS AND CELL PHONES) IS HIGHLY PREFERRED
• BASIC UNDERSTANDING OF NETWORKING AND HARDWARE TROUBLESHOOTING
• EXCELLENT CUSTOMER SERVICE AND COMMUNICATION SKILLS
• PATIENT AND PROFESSIONAL WHEN ASSISTING NON-TECHNICAL USERS
• STRONG PROBLEM SOLVING AND TROUBLESHOOTING ABILITIES
• ABILITY TO WORK INDEPENDENTLY AND KNOW WHEN TO EXCALATE ISSUES
• ORGANIZED WITH GOOD DOCUMENTATION HABITS

Work authorization/security clearance requirements

Department of Homeland Security (DHS) regulation requires all employees—citizens, residents, and nonresidents—to complete Form I-9 Employment Eligibility Verification. Employees are not allowed to work in the United States until the Form I-9 is completed and properly documented.

Affirmative Action/EEO statement

CSI is an Equal Opportunity Employer

Company Overview

CSI Support & Development is a mission-driven non-profit organization that develops, acquires, and manages quality, affordable senior housing. We own and manage properties nationwide and believe wholeheartedly in preserving affordable housing for seniors and providing unique opportunities for our resident members. Our corporate culture is the result of our core values (cooperation, education, excellence, integrity, respect, and volunteerism). CSI is a well-established organization (75+ years old) with a progressive approach. For more information about us, visit www.csi.coop.