Systems Support Professional
Quick Apply Full-time 9 hours ago Full Job Description PURPOSE OF THE ROLE:
This position is critical to the success of CommunityAid and providing ownership of CommunityAids IT infrastructure including all hardware and software.
They will be the customer's advocate to other IT personnel to ensure the customer has the tools needed to perform their job at the highest levels.
The Systems Support Professional is responsible for maintaining and tracking customer support requests, including escalation and follow-up with other IT personnel.
They will function as a knowledge resource for team members and assist with any IT related Projects.
KEY AREAS OF RESPONSIBILITY:
Provides high level technical support in person and remote Strong focus on problem resolution by troubleshooting users technical issues, supporting complex software and computer technology Diagnoses and provides creative solutions and alternatives for troubleshooting network, systems, and security issues Escalates issues to vendor support when necessary for continued troubleshooting Identifies opportunities for process improvement Assists with all improvement projects of IT systems including the design and delivery of applications Works as a liaison for all departments Works as an advocate for customer issues and concerns Promotes a positive, helpful, customer- focused experience Maintains professionalism through communication and adapts communication style to best fit the needs of the customer Provides clear, concise, and thoroughly researched technical information to other IT personnel Activities include documentation, research, isolation, accurate resolution, and follow-up Manages daily work activities which include support requests, systems maintenance and any other tasks as requested under limited supervision Performs setup, preventive hardware maintenance, replacement and repair of computers and other IT equipment Provides supervision of staff and/or interns as directed CORE COMPETENCIES:
Establishes credibility quickly by demonstrating real concern through listening, taking initiative, and following up Strong sense of commitment and drive towards problem resolution Effective leadership skills, including leading teams, teaching, and coaching Proficient in the use of Microsoft Office Strong analytical, project management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of people, with an emphasis on clarity and listening Ability to collaborate effectively with employees and customers while providing a positive experience Emotional intelligence and strong interpersonal relationship skills Demonstrated ability to build supportive relationships with others Promotes and demonstrates company culture in all interactions Ability to maintain confidentiality Knowledge of thrift retail operations and processes Position salary will vary based on experience
Qualifications:
Technician degree or technical school degree Two or more years of proven experience in a Systems Support Professional position or similar role Knowledge related to Windows OS, email systems, MS Office, Mobile device management Understanding of network issues dealing with printing, document delivery systems (i.
e.
, Scan-to folder, scan-to-email, etc.
), PC/laptop connectivity Knowledge of IT security practices Understanding of PCI requirements Strong verbal and written communication, presentation, and interpersonal skills.
Strong time management and organizational skills Experience imaging laptops/desktops and light network administration Experience with help desk/ticketing systems preferred Willingness to pursue ongoing certifications and education Ability to work independently or as part of a team Ability to manage multiple priorities and deadlines AREAS OF IMPACT:
Windows Desktop OS, Windows Server, SQL, Microsoft O365, Veeam, Dell EqualLogic, Dell IDPA, AWS, SonicWall, VxRail, WMWare, Zebra printing, Avaya, HP Networking, Dell Switching, warehouse and manufacturing software, POS software, mobile platforms, wireless, etc.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position is critical to the success of CommunityAid and providing ownership of CommunityAids IT infrastructure including all hardware and software.
They will be the customer's advocate to other IT personnel to ensure the customer has the tools needed to perform their job at the highest levels.
The Systems Support Professional is responsible for maintaining and tracking customer support requests, including escalation and follow-up with other IT personnel.
They will function as a knowledge resource for team members and assist with any IT related Projects.
KEY AREAS OF RESPONSIBILITY:
Provides high level technical support in person and remote Strong focus on problem resolution by troubleshooting users technical issues, supporting complex software and computer technology Diagnoses and provides creative solutions and alternatives for troubleshooting network, systems, and security issues Escalates issues to vendor support when necessary for continued troubleshooting Identifies opportunities for process improvement Assists with all improvement projects of IT systems including the design and delivery of applications Works as a liaison for all departments Works as an advocate for customer issues and concerns Promotes a positive, helpful, customer- focused experience Maintains professionalism through communication and adapts communication style to best fit the needs of the customer Provides clear, concise, and thoroughly researched technical information to other IT personnel Activities include documentation, research, isolation, accurate resolution, and follow-up Manages daily work activities which include support requests, systems maintenance and any other tasks as requested under limited supervision Performs setup, preventive hardware maintenance, replacement and repair of computers and other IT equipment Provides supervision of staff and/or interns as directed CORE COMPETENCIES:
Establishes credibility quickly by demonstrating real concern through listening, taking initiative, and following up Strong sense of commitment and drive towards problem resolution Effective leadership skills, including leading teams, teaching, and coaching Proficient in the use of Microsoft Office Strong analytical, project management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of people, with an emphasis on clarity and listening Ability to collaborate effectively with employees and customers while providing a positive experience Emotional intelligence and strong interpersonal relationship skills Demonstrated ability to build supportive relationships with others Promotes and demonstrates company culture in all interactions Ability to maintain confidentiality Knowledge of thrift retail operations and processes Position salary will vary based on experience
Qualifications:
Technician degree or technical school degree Two or more years of proven experience in a Systems Support Professional position or similar role Knowledge related to Windows OS, email systems, MS Office, Mobile device management Understanding of network issues dealing with printing, document delivery systems (i.
e.
, Scan-to folder, scan-to-email, etc.
), PC/laptop connectivity Knowledge of IT security practices Understanding of PCI requirements Strong verbal and written communication, presentation, and interpersonal skills.
Strong time management and organizational skills Experience imaging laptops/desktops and light network administration Experience with help desk/ticketing systems preferred Willingness to pursue ongoing certifications and education Ability to work independently or as part of a team Ability to manage multiple priorities and deadlines AREAS OF IMPACT:
Windows Desktop OS, Windows Server, SQL, Microsoft O365, Veeam, Dell EqualLogic, Dell IDPA, AWS, SonicWall, VxRail, WMWare, Zebra printing, Avaya, HP Networking, Dell Switching, warehouse and manufacturing software, POS software, mobile platforms, wireless, etc.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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