IT Support Specialist (On-Site)

Job Title: IT Support Specialist

Supervisor: Assistant Director of Technology

Classification: Non-Exempt

Hiring Salary Range: $25 - $26 per hour

About UMOM New Day Centers: Founded in 1964, UMOM is Arizona's largest provider of services for families experiencing homelessness. Our mission is to end family homelessness by restoring hope and rebuilding lives. With an annual operating budget of $20 million dollars, UMOM provides shelter, supportive services, and housing programs to families and individuals experiencing homelessness in Maricopa County. UMOM serves over 15,000 unique individuals across all our services annually, including those families receiving support at the Family Housing Hub, Maricopa County's family coordinated entry system.

Position Description: The Information Technology Support Specialist provides technical assistance and support to end-users across the organization. This includes troubleshooting hardware, software, and providing customer-focused technical support to UMOM staff in daily functions and working to meet the Information Technology needs of the organization.

Essential Duties and Responsibilities:

• Collaborates with and assists IT Leader to ensure efficient operation of the technological environment.
• Performs onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software to deliver required computer service levels.
• Assesses the need for and implements performance upgrades to computers and other peripheral devices.
• Where required, administers and resolves issues with associated end-user software products.
• Receives, triages and responds to incoming IT support tickets for the whole agency.
• Answers and performs equipment moves, adds, and change requests as they are submitted by managers.
• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer operations.
• Assists with maintaining an inventory of all monitors, keyboards, hard drives, modems, network cards, licenses used and other components and equipment.
• Accurately documents instances of computer equipment or component failure, repair, installation, and removal.
• Adheres to IT team Standards of Service as set forth by Leadership.

• Other duties as assigned by Leadership and/or Executives.

Qualifications and Competency Requirements:

Experience and Education

• High School or GED Diploma, required

• Bachelor's degree in information technology, computer science or a related field, preferred
• Minimum two years' experience providing onsite technical support
• Preferred industry certifications: Network+, A+, Security+, MCP, CCNA, and/or CCENT

Computer skills

• Experience with Microsoft 365 in a Domain Environment
• Excellent Windows Operating System knowledge
• Excellent technical knowledge of computer hardware
• Hands-on hardware troubleshooting experience
• Working technical knowledge of current protocols, operating systems, and standards, including desktop virtualization
• Ability to operate tools, components, and peripheral accessories
• Ability to quickly learn new technologies as part of staff support needs

Compliance

• Valid Level One Fingerprint Clearance Card or the ability to obtain one
• Ability to clear the Central Registry Screening from the Department of Child Safety & Adult Protective Services.
• Ability to comply with and pass all required background check and drug screening requirements, including but not limited to pre-employment and random drug screening as required/requested.
• Valid AZ Driver's License and a driving record that falls within UMOM's policy
• 50/100 level of car insurance coverage.

Physical activities and working conditions

The physical demands and working conditions described here are representative, but not exhaustive, of those that must be met by an employee to successfully perform the essential functions of this job.

• This position is typically performed in an interior, environmentally controlled office setting. The duties of the job require extended periods of time being stationary and manipulating a computer (keyboard, monitor, mouse), and other standard office equipment including, but not limited to: printer, fax, calculator, copier, telephone and associated computer/technology peripherals.
• This position also requires the ability to lift at least twenty pounds when handling computers, receiving, installing or moving equipment, and other tasks relevant to the position, ability to ascend and descend one flight of stairs regularly and the ability to perform duties outdoors in all weather conditions.

Additional Attributes

• Willingness to embrace and actively support the unique culture and values of UMOM
• Ability to focus on the tasks and details relevant to the position and the organization, while also switching quickly between tasks
• Ability to exercise excellent independent judgment and take ownership of decisions
• Ability to think on a broad, systems-level relative to the scope of the position
• Ability to work independently and self-manage to achieve goals while being a strong team player
• Ability to organize, meet deadlines, prioritize and delegate appropriately
• Ability to cope with and embrace change, risk, and uncertainty
• Ability to develop strong relationships within a fast-paced, collaborative setting that values diverse opinions; enthusiasm for helping drive change as UMOM becomes a more data-driven organization

Work Schedule: The typical schedule for this position is Monday-Friday, 8am to 4:30pm, with occasional nights and weekends, depending on the needs of the position and the organization. This is an on-site position.

Other: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.