Job Title

Rate: $26.78 USD per hour Description TITLE: Support Specialist 2 DEPARTMENT: Information Technology STATUS: Full Time, Non-Exempt PAY RATE: $26.78 THE SALVATION ARMY MISSION:The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message isbased on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and tomeet human needs in His name without discrimination. MAJOR FUNCTION:The Support Specialist 2 is responsible for resolving computer-related issues and preparing equipment for deploymentand installation across Salvation Army locations. Duties include diagnosing and troubleshooting hardware and softwareissues as reported by users. Conducts on-site visits to provide coverage, perform repairs and complete new installations.Provides technical assistance, knowledge and skills transfer to users to ensure proper use of systems. ESSENTIAL FUNCTIONS: Help Center and General Support (45%)u2022 Login to the Help Center and review, triage, and assign tickets to groups for distribution. Take tickets from userswhere you may be able to assist.u2022 Login to automatic ticket assignment queue(s).u2022 Assign tickets as directed to coworkers.u2022 Monitor Help Center tickets, direct calls and walk-ins until resolved.u2022 Determine whether the problem is caused by hardware or software and diagnose system hardware, software, andoperator problems.u2022 Recommend or perform remedial actions to correct problems based on knowledge of systems operation.u2022 Review knowledge base articles and/or suggest new knowledge base articles to supervisor, based on experience.u2022 Keep calendars and task lists up to date.u2022 Escalate problems to Support Specialist 3, supervisor, or Support Director if unable to resolve. Hardware/Software Setup, Maintenance, and Repairs (40%)u2022 Inspect computer equipment and prepare computer equipment for installation.u2022 Install software, hardware, and peripheral components.u2022 Diagnose system hardware, software, and operator problems.u2022 Escalate major problems to subject matter expert or vendor as necessary.u2022 Take receipt of computers for repair, make repairs, and prepare for return to site.u2022 Prepare new computers for installation at local and remote Army locations.u2022 Install software and configure computers for network operation.u2022 Package, address, and track shipping for any shipped equipment.u2022 Repair computer equipment using generally applied principles of computer repair.u2022 Keep IT areas clean and e-waste as necessary, no less than twice a year.u2022 Shipping and receiving technology equipment for repair, configuration, distribution or field replaceable units(FRU).u2022 Prepare and load software for computers; diagnose and repair of PCs and peripherals.Assists Other IT Teams (15%)u2022 Support coworkers from other teams in service of networks and network-attached equipment.u2022 Support coworkers from other teams with hardware setup or refreshes.u2022 Makes site visits as necessary.Travel may be required to complete these duties from time to time.KNOWLEDGE, SKILLS, AND ABILITIES:u2022 Language skills: Must be able to read, write, speak and understand fluently, including procedural and technicalissues, in English.u2022 Mathematical skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,common fractions, and decimals.u2022 Good telephone communications skills - must possess tact in dealing with difficult or inexperienced end users.u2022 Ability to understand and learn new technologies. Specific expertise with Microsoft Windows, Microsoft Office, andcommunication technologies.u2022 Working knowledge of desktop hardware and software.u2022 Must be a licensed driver with an acceptable driving record.u2022 Must be able to use typical PC technician hand and power tools such as screwdriver, power drill, network cableanalyzer, etc. EXPERIENCE AND EDUCATION:u2022 High School diploma or GEDu2022 Up-to-date CompTIA A+u2022 An additional job-related certification (e.g. Network+, Security+, or ACMT).u2022 Two years in a PC and/or Mac technical support position. PHYSICAL REQUIREMENTS:Qualified individuals must be able to perform the essential duties of the position with or without accommodation. Aqualified person with a disability may request a modification or adjustment to the job or work environment in order to meetthe physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as theaccommodation needed is reasonable and no undue hardship would result.u2022 Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.u2022 Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.u2022 Ability to operate telephone.u2022 Ability to operate a desktop or laptop computer.u2022 Ability to lift up to 25 lbs.u2022 Ability to access and produce information from a computer.u2022 Ability to understand written information.u2022 Ability to travel within the Territory. REPORTS TO: IT SUPPORT SUPERVISOR Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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.