IT Support Specialist

Job Summary

The IT Support Specialist will play a key role in providing support for all areas of IT. The responsibilities include updating computer systems, troubleshooting computer and network problems, and providing hands-on support for IT issues within the organization. The IT Technician will be the first point of contact for all IT related queries at a user level, responding to user needs in a timely manner, and ensuring the optimal functioning of all systems, among other duties as assigned. The IT Technician must possess excellent interpersonal skills, as they will interact with colleagues from various departments and executive levels. The position requires listening and handling various technical issues, and implementing solutions to resolve problems.

Essential Duties:

• Install and configure computer hardware, software and peripheral devices for Pathways’ new and existing employees.
• Monitor and maintain working components through repair or replacement of all computer hardware, software and peripheral devices, and ensure all devices are operating at optimal performance.
• Provide IT helpdesk support for all Pathways’ users requesting support with technical issues involving computer hardware, software and peripheral devices.
• Deploy Pathways’ IT processes and procedures for onboarding new employees such as how to operate computer hardware, software and peripheral devices in an appropriate and safe manner, as well as in off boarding terminated employees.
• Prepare returned computer hardware and peripheral devices according to Pathways’ IT processes and procedures before placing items back into inventory.
• Assist with deployment and installation of user and network hardware and software upgrades.
• Maintain records and logs of repairs to hardware, software and peripheral devices.
• Maintain records and logs of re-occurring hardware and software maintenance.
• Conduct daily backup of Pathways’ computers and servers.
• Maintain technical documentation such as inventory sheets, network layouts, telecommunications and software licensing.
• Assist IT Manager with the installation of network hardware and software either through remote support or traveling to a Pathways’ locations.
• Assist IT Manager with testing new technology.
• Notify IT Manager of the need for additional or new computer and network equipment.
• Assist IT Manager with the design, implementation and ongoing support of new software and upgrades.
• Monitor network performance, availability and security.
• Assist IT Manager with the development of meaningful employee engagement tools and resources for IT such as help guides and tutorials.

Supervisor:                            IT Manager

Supervises:                           N/A

Work Environment:              Office setting with some travel.

Work Hours:                          Full-time working a minimum of 40 hours per week. Monday – Friday, 8:00 am – 5:00 pm, with some weekend, holiday, and evening hours required from time to time.

Classification:                       Hourly.

Education & Experience

• High school degree or equivalent.
• Minimum two years of experience as a help desk technician, computer technician, or IT support required.
• Ability to multitask, prioritize and manage time efficiently.
• Goal-oriented, organized team player.
• Ability to physically stand, bend, squat and lift equipment.

Exposure to Confidential Information

Maintain strict confidentiality and follow federal and state laws, organization policies and procedures, and best practices related to:  Protected Health Information, Pathways’ personnel records and client records.

Knowledge, Skills, & Abilities

• Very good knowledge of computer software and hardware, a variety of internet applications, networks and operating systems.
• Excellent troubleshooting abilities and problem solving skills.
• Above average understanding of diverse computer systems and networks.
• Above average knowledge of internet security and data privacy principles.
• Strong attention to details.
• Ability to support the organization's culture, growth, and success through communication, accountability, and positivity.
• Ability to analyze, organize, and present data and research findings.
• Ability to communicate effectively, orally and written.
• Excellent interpersonal, and organizational skills.
• Ability to work efficiently and effectively as a professional, both individually and as part of a team.
• Advanced level of computer skills.

Additional Requirements

• Proof of education.
• Proof of valid Texas Driver's License (Type C) and at least three years of driving experience.
• Access to reliable transportation.
• Proof of valid/current auto insurance.
• Cleared motor vehicle driving record.
• Employment and personal references.
• Cleared criminal background check and signed statement regarding felony indictments/convictions.
• Cleared TB test results (current within 12 months prior to employment).
• Cleared pre-employment drug test.
• Working cellular telephone.

Physical and Mental Demands

With or without reasonable accommodation, the physical and mental requirements of this job may include the following: frequent seeing, hearing, speaking, and writing clearly. Occasional reaching with hands and arms, stooping, kneeling, crouching, crawling, frequent sitting, standing and walking may be required for long periods of time and may involve climbing stairs, walking up inclines and on uneven terrain. Additional physical requirements may include, frequent lifting and or moving up to 25 pounds. Ability to remain calm in stressful situations.