Business Technology Services Support Specialist

Job Details

Level: Experienced

Job Location:Philadelphia Regional Office- Philadelphia, PA

Position Type: Full Time

Education Level: 2 Year Degree

Salary Range: Undisclosed

Job Shift: Any

Job Category: Nonprofit- Social Services

Business Technology Services

Support Specialist

EDUCATION REQUIREMENTS

• Bachelor's degree, Associate's degree (or equivalent course/technical certifications) in a computer related field preferred.

WORK EXPERIENCE

• 1 to 2 years in a help desk or computer related field; or entry-level with relevant coursework or certifications

SUPERVISORY REQUIREMENTS

• None

JOB STATUS/OFFICE LOCATION:

• Full-Time, Permanent, Non-exempt (hourly)
• Position located in Philadelphia but could entail occasional travel to the Pittsburgh Corporate office.

QUALIFICATIONS

• The BTS Support Specialist will handle helpdesk requests and support which can include hardware and software issues
• Excellent customer service skills is required and ability to work independently with minimal supervision
• Must be able to move computers, servers, monitors, or other equipment as needed; Must have the ability to deal with multiple requests in a fast-paced work environment and make judgment decisions to adapt to changing situations
• Able to communicate successfully with staff at all levels within the organization
• Good verbal, written communication and interpersonal skills needed
• Knowledge of, and ability to troubleshoot Windows based computers, tablets, multi-function printers, mobile devices and other standard office equipment; Understanding the fundamentals of printers and printer installation, wireless networking, and anti-virus/end-point protection software
• Any knowledge or experience with PBX/phone systems, MAC/Apple computers, or Windows server/application support is a plus
• Experience and basic understanding of foster care system/social service organizations also a plus
• Ability and motivation to learn new technologies quickly and with minimal support and guidance
• Ability to protect and keep confidential any information that may be accessed in the performance of normal duties
• Experience with Office365 suite of tools including Teams.

RESPONSIBILITIES:

• The BTS Support Specialist will be responsible for handling technology requests and issues at the Philadelphia Regional Office (PRO).
• Documenting, troubleshooting and resolving issues reported to Helpdesk
• Setting up, distributing and maintaining laptop and devices for staff members
• Setting up and maintaining staff Photo IDs and Security Access swipe cards/FOBs
• Work as a team member within BTS to handle various department responsibilities including Windows desktop consistency, effective operation and troubleshooting; identifying hardware/software needs; coordinating and installation of new software and upgrades; preventative maintenance on workstation and peripheral devices
• Escalate problems when necessary to other BTS staff or vendor for resolution
• Working closely with Supervisor and BTS Director to ensure the success of daily operations
• Manage inventory of hardware and software.
• Maintain office phone systems in offices
• Assist with assigning, troubleshooting agency mobile devices/smart phones
• Manage Multi-Function Printers and regular printers in all offices
• Serve as the back-up to the Network Administrator in his/her absence
• Work closely with BTS Technology Trainer to help identify topics and create training courses for staff.
• Attend technical or other position-related trainings at least once a year for professional development
• Other duties as assigned

REQUIRMENTS:

• Valid Pennsylvania Driver's License
• City/County travel
• Current Child Abuse Clearance
• Current Criminal Clearance
• Current FBI Clearance
• Current Physical and Tuberculosis test
• Available to work flexible schedule

This position reports to the BTS Supervisor `

A Second Chance is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religious; national origin or ancestry; sex; gender identity or expression; sexual orientation disability; marital status; familial status; age (40 or over); or use of a guide or support animal because of blindness, deafness or physical disability of any individual or independent contractor or because of the disability of an individual with whom the person is known to have an association; or on any other basis prohibited by federal, state, or local law.