Support Specialist 2

Job Description

Job Description

DEPARTMENT : Information Technology

POSITION TITLE : Support Specialist 2

STATUS : Full-Time, Non-Exempt

PAY RATE : $26.78 / hour

THE SALVATION ARMY MISSION :

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

MAJOR FUNCTION :

The Support Specialist 2 is responsible for resolving computer-related issues and preparing equipment for deployment and installation across Salvation Army locations. Duties include diagnosing and troubleshooting hardware and software issues 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%)

• Login to the Help Center and review, triage, and assign tickets to groups for distribution. Take tickets from users where you may be able to assist.
• Login to automatic ticket assignment queue(s).
• Assign tickets as directed to coworkers.
• Monitor Help Center tickets, direct calls and walk-ins until resolved.
• Determine whether the problem is caused by hardware or software and diagnose system hardware, software, and operator problems.
• Recommend or perform remedial actions to correct problems based on knowledge of systems operation.
• Review knowledge base articles and / or suggest new knowledge base articles to supervisor, based on experience.
• Keep calendars and task lists up to date.
• Escalate problems to Support Specialist 3, supervisor, or Support Director if unable to resolve.

Hardware / Software Setup, Maintenance, and Repairs (40%)

Assists Other IT Teams (15%)

Travel may be required to complete these duties from time to time.

KNOWLEDGE, SKILLS, AND ABILITIES :

EXPERIENCE AND EDUCATION :

PHYSICAL REQUIREMENTS :

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

REPORTS TO : IT SUPPORT SUPERVISOR