System Support Specialist

Job Title: System Support Specialist

Location: SAMMinistries Administrative Office

Reports To: Manager of IT

FLSA Status: Non-exempt

Prepared By: Chief Infrastructure Officer

Approved By: Tracy Ryan

Approved Date: November 2021

SUMMARY

Provide tier one remote and onsite customer support for desktop, laptops, and associated technology equipment and software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. A high degree of customer service and support skills are required as this role will be the primary support person for our customers. In addition, the ideal candidate should be able to self-manage daily work queue based on submitted tickets and ongoing projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain a professional demeanor and be able to treat users with respect and compassion in accordance with SAMMinistries mission, values, and code of ethics.
• Provide technical assistance and support for incoming queries and issues related to technology infrastructure including computer systems, networking, software, and hardware. Monitor and respond quickly and effectively to requests received through the helpdesk.
• Monitor helpdesk software for tickets added to the queue and process first-in-first-out based on priority.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Provide one-on-one computer/application training for users.
• Assist with onboarding of new users.
• Manage PC setup and deployment for new employees using standard hardware, images and software.
• Perform basic active directory tasks such as create a user, assign to a group, and create user email.
• Ask questions and run diagnostic tools to determine and triage root nature of problem.
• Empower users by having the ability to walk them through basic problem-solving process.
• Install, modify, and repair computer hardware and software including the routine maintenance of keeping keyboards, mice, etc. clean and in working order.
• Follow up with users to ensure issue has been resolved.
• Assist and configure for use Microsoft Office products such as Outlook, Word, and Excel.
• Provide assistance fixing issues with various type of printers and MFP’s including paper jams, toner replacement, and driver installation.
• Assist in maintaining inventory of computer components and software.
• Occasionally create training materials for user including written manuals and instructional videos.
Other duties as assigned.

QUALIFICATIONS

To do this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to demonstrate competency in basic to mid-level computer hardware, software, and networking.
• Critical thinking skills.
• Good customer service skills.
• Ability to listen/read user request and ascertain how best to complete the request with the available resources.
• Ability to search for solutions and come to reasonable conclusions in a timely manner and ask questions of other team members when needed.
• Ability to gracefully handle concurrent service requests, assign priority to each request, and communicate effectively with the requestor.
• Competent knowledge of TCP/IP networking.
• Competent knowledge of computer hardware; how to breakdown and reassemble a pc and what each basic component does.
• Competent knowledge of basic printers and MFP’s.
• Basic knowledge of Microsoft Server .
• Competent knowledge of Microsoft Office suite.
• Experience with Helpdesk ticketing software.
• General working knowledge of Active Directory.
• Good oral and written communication skills.
• Ability to be a team player.
• High attention to detail.
Ability to see issue through until resolved completely.

EDUCATION and/or EXPERIENCE

Associates Degree in related field or equivalent job experience, Windows OS 7, 8, and 10, Active Directory, Windows Server, Microsoft Office Suite, SharePoint Services, and Google for Work.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts and percentages.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Strong telephone and interpersonal contact skills required.

CERTIFICATES, LICENSES, REGISTRATIONS

Prefer MCP for Windows Desktop or CompTIA -A+ and/or Network+ Valid driver's license, a good driving record, and be insured for driving in the state of Texas. Some local travel will be required.

PHYSICAL DEMANDS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms sometimes with the need to reach with hands and arms over head. The employee is also frequently required to stoop, kneel, crouch, or crawl. The employee will occasionally need to be able to carry, set up, and use a ladder 4’ to 12’ tall and be able to use tools while on the ladder. Specific vision abilities required by this job include close vision, distance vision, color differentiation, maintain focus while at certain heights above the ground (up to 14’), and ability to adjust focus.

The IT System Support Specialist must be able to lift, carry, and move computers and associated equipment up to 49 pounds. The support specialist may be required to work addition hours or adjusted shift hours as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: Occasionally , work may be required in tight spaces such as closets, drop ceilings, or crawl spaces. Travel is required from/to other company sites to provide direct support that cannot be resolved or completed through remote support. Work day start time will occasionally require prior to 8am and end time occasionally after 5pm. Lunch breaks/breaks are not set at a specific time. Certain tasks will require work to be completed with more than two people observing. Many requests require the coordination with the end user as to when the work can be completed. On occasion, the workday can become hectic due to the work involved and the time sensitivity of the given task. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.