Upbring Careers

System Support Specialist

Job ID
2018-2833
US-TX-Austin
Type
Regular Full-Time
Shift/Hours
1st Shift
# of Openings Remaining
2

Overview

Upbring, the new Lutheran Social Services of the South, is a 135 year-old nonprofit organization with a rich legacy of serving vulnerable people across Texas. Its mission is to break the cycle of child abuse by empowering children, families and communities. Upbring serves more than 30,000 people annually and provides innovative programs and services for children including foster care, adoption, education, residential treatment and community services. For more information, visit Upbring.org.

Responsibilities

The System Support Specialist is responsible for managing and responding to trouble tickets through the online help desk system, providing first level technical support, workstation support, system set-up and configuration, MS Office support, printer set-up and troubleshooting, user network connections, Smartphone’s, and remote workplace technologies. The System Support Specialist provides accurate and timely solutions that allow users to effectively use computer software and hardware efficiently.

 

Essential duties

  • Provide Help Desk support
  • Complete remote connections
  • Monitor and respond to trouble tickets and help desk calls in a timely manner
  • Input and maintain data, evaluate and analyze incident reports for recurring problems using Help Desk software
  • Isolate problem trends and ensure troubleshooting efforts are accurate and complete for recurring problems until a permanent solution is found
  • Assist with active directory, anti-virus, spam, and email administration and support
  • Complete hardware and software configuration and set-up
  • Complete printer set-up and provide printer support
  • Review and complete new user account configurations
  • Respond to agency-wide and user Wi-Fi related issues
  • Assist with installing and maintaining camera surveillance systems
  • Assist with maintaining and supporting firewalls and content and spam filters
  • Assist with operations, security, software installations, and upgrades on the local area network (LAN) to ensure limited downtime
  • Provide smartphone and tablet support
  • Identify and validate technical and/or system issues and communicate with staff the resolution
  • Provide technical support for new systems and upgrades during the implementation process
  • Assist System Administrator as needed; work closely with System Administrator to test and implement new systems and upgrades
  • Escalate technical and system issues to vendors, consultants, or management when deemed necessary
  • Provide on-call support when needed
  • Other duties and special projects as assigned

Working Relationships

  • Develop and maintain strong working relationships with users, management, internal and external customers, and vendors.
  • Work closely with the IT Help Desk Manager/System Administrator to ensure operations are effectively and efficiently supporting and meeting user needs and department and organizational goals and objectives.
  • Work as part of the team and show professionalism at all times by modeling and demonstrating a positive attitude and positive working relationships.

Qualifications

Minimum qualifications

  • Associate’s degree in Computer Science, Information Technology, System Administration, or closely related field
  • 2 years experience in technical or Help Desk support in lieu of degree
  • Ability to effectively troubleshoot
  • Strong working knowledge of Windows 7, MS Office products, basic network connectivity, and active directory
  • Knowledge and working experience with Microsoft Exchange/Outlook 2007 and 2010
  • Strong customer services skills with the ability to establish a positive rapport
  • Excellent communication skills and strong interpersonal skills
  • General knowledge of IT infrastructure components and software system platforms
  • Demonstrated and strong problem solving skills, with the ability to critically think and present creative solutions
  • Ability to work in an organized and detailed manner to meet competing requests
  • Advanced proficiency with Microsoft Excel and Outlook and Management Information Systems (MIS)

Preferred Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, System Administration, or closely related field
  • 2 years’ experience in technical or Help Desk support

 

The physical requirements for this position with or without reasonable accommodation are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing this position the employee with or without reasonable accommodation should have the ability to walk, stand, sit, kneel, speak, and hear with aid, see, read, reach with arms and hands, and use equipment that is essential to performing the job, such as a computer, copier, fax machine, telephone, and automobile, if applicable. This position will require continuous viewing of a computer screen, sitting and standing for long periods of time and frequent walking, and the ability to carry, move, or load up to 75lbs with or without assistance.

 

The statements herein indicate the general nature and essential duties and responsibilities of work performed by an employee in this position. It is not intended to be an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities required to perform the job. Management may assign or reassign duties and responsibilities of the job and may request the employee to perform other duties and responsibilities not listed at his/her discretion. This job description is not a contract between the employee occupying the position and the employer. Upbring is an at-will employer.

 

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