System Support Specialist - Full Time; 9171-318-N

For over 125 years, Catholic Charities Brooklyn and Queens have been providing quality social services to the neighborhoods of Brooklyn and Queens and currently offers 160-plus programs and services for children, youth, adults, seniors, and those struggling with mental illness.

STATEMENT OF THE JOB

Reporting to the Chief Information Officer, the System Support Specialist role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.  Responsible for generating and providing instructor-led training to staff in systems and software.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Receive and respond to Helpdesk requests regarding desktop problems.
• Perform analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions.
• Assess the need for and implement performance upgrades to computer equipment as required.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
• Answer to and perform moves, adds and changes (MAC) requests as they are submitted by line managers.
• Prepare tests and applications for monitoring desktop performance and then provide performance statistics and reports.
• Report noncompliance of computer equipment, or computer related user behavior on the Agency’s system.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network equipment, and other components.
• Conducts training and creates FAQs for supported systems.
• Implements CIO’s training plan
• Creates and documents training policies and procedures.
• Provides training on subject matter, expertise and management of systems and software functionality.
• Develop and documents processes to identify the best use of tools and features for systems and software.
• Provides staff training, process improvement, and drafts FAQ’s, policies and procedures for operations.
• Conducts remote site training, local training sessions, and virtual training sessions on applications.
• Creates and maintains organizational records system for training staff.
• Assist in logging, reporting, and statistically monitoring desktop operations.
• Assist in maintaining the inventory of all PCs, Laptops, monitors, and other equipment and components.
• When necessary, liaise with third-party support and PC equipment vendors.
• Report non-compliance of computer equipment, or computer related user behavior on the Agency’s system.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• As determined by Supervisor other tasks as required.

QUALIFICATIONS:

• High school diploma or GED required; College degree in the field of computer science preferred.
• Technical Certifications preferred
• 2+ years of computer related support experience required.
• Extensive equipment support experience with Desktops and printer
• Excellent technical knowledge of desktop hardware, including Dell, HP, Lenovo, Brother, Xerox, Cisco, Epson, PCs, terminals, printers, fax, copiers, scanners, switches, routers, VOIP Phones and projectors.
• Hands-on troubleshooting experience with a variety of computer related issues, including; AD logon, email, Anasazi medial system logon, remote desktop access, printing, and networking
• Working technical knowledge of current protocols, operating systems, and standards, including Windows 7/8 and Windows 10 operating systems. Windows server 2008/2012, TCP/IP, DNS, DHCP, AD, and SMTP.
• Ability to operate tools, components, and peripheral accessories include running cat 5 wiring and terminations
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Experience in deploying software; Imaged drives, Antivirus, True Crypt, Microsoft Office, Adobe products, peripheral drivers, Web components
• Effective interpersonal skills and relationship-building skills.
• Ability to work in a busy office
• Ability to present ideas in user-friendly language.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to conduct logical research into PC issues and products as required.
• Strong customer-service orientation.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.
• Must be able to lift and carry packages up to 40 lbs. and 8 cubic feet in size. i.e Lifting and transporting of objects such as computers and peripherals.
• Dexterity of hands and fingers Ability to operate a computer keyboard, mouse, & office equipment.
• Ability to conduct presentations before large groups of people.
• Ability to work flexible hours (evenings/weekends) as assigned.
• Ability to meet with staff throughout facilities.
• Ability to travel to multiple locations within the five boroughs as needed.

BENEFITS:

We offer competitive salary and excellent benefits including:

• Generous time off (Vacation/ Personal Days/ Sick Days/ Paid Holidays annually)
• Medical
• Dental
• Vision
• Retirement Savings with Agency Match
• Transit
• Flexible Spending Account
• Life insurance
• Public Loan Forgiveness Qualified Employer
• Training Series and other additional voluntary benefits.

For more information on our organization, please visit our website:

www.ccbq.org EOE/AA.