Desktop Support Tech III

Department : Operations Job Status : Full-Time

FLSA Status : Non-Exempt Reports to : Team Manager of Systems and Desktop Support

Positions Supervised : None

Amount of Travel Required : Moderate

Work Schedule : Monday - Friday, On-call status if needed

POSITION SUMMARY

The Desktop Support Tech III will be responsible for helping the Team Manager of Systems and Desktop Support and other Desktop Support Techs with overall operations of the data, telephone, and facsimile systems of the agency. This position requires you to have good communication and teamwork skills. The individual must be able to work independently and have the ability to make qualified independent judgements, and be highly motivated. This position provides support to other IT team members and are required to provide employees with rapid response to end-user problems and issues.

During times when your primary responsibilities are limited, you may be asked to assist in other areas as needed to support overall operations, regardless of your specific role.

ESSENTIAL FUNCTIONS

• Installs, moves, adds and changes for PCs, software, printers, et al.
• Provide backup support to other IT team members. Evaluate and prioritize support issues and refer calls / e-mails to appropriate IT staff or non-IT or facilities staff when appropriate.
• Rapid response to end-user problems and issues.
• Hardware and Software end-user technical support.
• Assist in maintenance of peripheral Information Technology equipment (printers, fax machines, copiers, scanners, etc.).
• Perform roll-outs, upgrades, and basic network maintenance.
• Assist Team Manager of Systems and Desktop Support as needed.
• Support remote access users and equipment.
• Support telephones and telephone system.
• Interface with vendors for support.
• Basic troubleshooting
• Level one tech support answering phones and emails.
• Comply with CARF Information Technology and Security Standards.
• Maintain a currency of knowledge with respect to relevant state of the art technology, equipment, and / or systems.
• Help monitor all network access and ensure regulatory compliance for all access to secure data.
• Participate in disaster recovery processes and business continuity procedures for re-establishing operation systems in the event of a disruption, both minor and catastrophic.
• Participate as a member of organizational teams as necessary.
• Ensure that Astra's HIPAA Security Procedures are adopted and followed.
• Consistently demonstrate the ability to work effectively within a team as well as individually.
• Complete required reports, documentation and other paperwork in a timely fashion and according to procedure / protocol.
• Assure compliance with program policies and procedures.

Other Duties

POSITION QUALIFICATIONS

KNOWLEDGE / SKILLS / ABILITIES :

PHYSICAL DEMANDS

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs / day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs / day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs / day)

Physical Demands Lift / Carry

Stand (F) 10 lbs. or less (F)

Walk (F) 11 - 20 lbs. (F)

Sit (F) 21 - 50 lbs. (F)

Manually Manipulate (O) 51 - 100 lbs. (O with assistance)

Reach Outward (O) Over 100 lbs. (O with assistance)

Reach Above Shoulder (O)

Climb (N) Push / Pull

Crawl (N) 12 lbs. or less (F)

Squat or Kneel (O) 26- 40 lbs. (O)

Bend (O) 41 - 100 lbs. (O)

Other Physical Requirements :

Stooping or bending to access files or lift and carry equipment or supplies is a requirement. Must be able to occasionally lift up to 50 pounds.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

WORK ENVIRONMENT

This position is essential to operations with an office and community-based work environment, primarily on site, some community involvement, and requires a flexible schedule. Frequent travel between sites, partner agencies, and community events. Frequent interruptions may occur. Risk of exposure to aggressive adults and children. Risk of working with various pieces of equipment. This position may involve long periods of sitting or standing, using telephone, computer and mobile devices. Stooping or bending to access files or lift and carry equipment or supplies is a requirement. Evening and weekend shifts may be required. Must be available for on-call shifts for emergency call outs.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.