IT & AV Support Specialist

Department:

Finance and Administration

Direct Supervisor:

Director of IT

Hiring Manager(s):

Director of IT

Hiring Approver:

Executive Director of Risk Management/HIPAA Compliance Officer

Classification:

Exempt

FLSA Status:

Full-time

Description Updated:

April 25, 2024

HR Approval Date:

April 25, 2024

JOB SUMMARY

The IT & AV Support Specialist provides knowledge-based support of its IT and A/V resources and by interacting with associated service providers and end users to resolve issues. This Specialist also provides A/V support for various events throughout the organization.

ESSENTIAL DUTIES AND FUNCTIONS

• Assess IT hardware and network related issues reported by staff and address, if able, or assist in reporting to the Managed Service Provider (MSP) to address. Potential service needs will include:
  1. Monitor and printer issues.
  2. Mapping network drives
  3. Coordinating with MSP to join purchased computers to the network domain.
  4. WIFI issues
  5. Troubleshooting settings related computer issues (display, audio, etc.)
  6. Coordinating restoration of network related services due to internet service going down or other applicable issues
• Determine requirements for IT, phone, and other related needs when new ministry buildings are constructed and coordinate the installation process.
• Assess IT software and web-based applications related issues reported by staff and address, if able, or assist in determining the best internal or external resource to address. Potential service needs will include:
  1. Relias training platform technical support (content access, viewing issues due to browser settings, etc.)
  2. Issues with PDF documents (opening, editing, etc.)
  3. Citrix Receiver technical support (for Raiser’s Edge and Financial Edge web application)
  4. Support assistance for reported ADP web and mobile application issues.
  5. Support assistance for Microsoft Outlook related issues (address book, calendars, sending/receiving issues, “how to” questions, etc.)
  6. Support assistance for other Office 365 programs related issues (Excel, Word, Teams, PowerPoint, Publisher, etc.)
  7. Administration, scheduling, and support assistance for Zoom (video conferencing platform)
  8. Working with software customer support teams for listed programs and others not listed
• Administration of IT data security related programs and investigating data security concerns. Areas of coverage include:
  1. Review of suspected Phishing emails
  2. Email encryption subscription (Zix)
  3. Periodic review of employee network permissions
  4. Auditing staff compliance with IT policies and procedures
• Administration of training platform (Relias). Functions include:
  1. Assigning trainings
  2. Identifying and uploading new training content
  3. User profile administration (resetting passwords, deactivating terminated employees, etc.)
  4. User technical support (content access, viewing issues due to browser settings, etc.)
  5. Learner status tracking and reporting
• Develop and deliver training presentations for the Digium Phone System, Outlook, Teams, Zoom, and other frequently used programs and web applications.
• Audio/Visual resources support (outfitting conference rooms, providing operational training and support)
• Administration and support service for phone system related issues. Areas of coverage include:
  1. Coordinating restoration of service with MSP following service outage
  2. Troubleshooting desk phone issues
  3. Updating phone firmware, as needed
  4. Assigning extensions and resetting PINs
  5. Monitoring subscription status
  6. Learning the Digium Admin portal and available functionality to enhance utilization of provided features.
• Evaluate various existing phone system platforms, providers, and technology types (PRI, SIP) to determine if transition to a uniform solution is needed.
• Participate in evaluating, selecting, and implementing building security system solutions.
• Assess and make recommendations on changes needed to improve existing infrastructure.
• Assess the value and performance level of existing providers and recommend changes where needed.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• N/A

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Bachelor's Degree or one or more years of related experience and/or training (or equivalent combination).
• Strong analytical, diagnostic, problem-solving and support service skills
• Advanced troubleshooting skills and knowledge for computer hardware, computer software, phones, copiers, and other business equipment.

PREFERRED EXPERIENCE AND QUALIFICATIONS

• N/A

COMPENTENCIES

• Present oneself, both in and outside of work, in a manner keeping with One More Child’s Core Values of Humble, Hungry, Wise, and Called.
• Ability to maintain confidentiality of employee, client, and organization information.
• Dependable, initiative-taking self-starter, who can meet deadlines and work independently.
• Meticulous, highly organized, and able to handle a variety of tasks and responsibilities in a timely manner, with a high level of quality.
• Effective communication skills, both oral and written, and able to follow instructions.
• Effective professional working relationships internally and externally.
• Ability to solve daily problems by analyzing situations, determining appropriate next steps, and implementing
• Ability to maintain a positive attitude that promotes constructive resolution of problems and concerns.

SPIRITUAL QUALIFICATIONS

• It is the mission of One More Child to provide Christ centered services to vulnerable children and struggling families. As stated in the Second Amended and Restated Articles of Incorporation, One More Child provides these services in a Christian context consistent with The Baptist Faith and Message (2000). Employees of One More Child commit to live in a manner that is not contrary to this foundational statement of faith.
• Have had a personal conversion experience with Jesus Christ and been scripturally baptized.
• Possess a sense of commitment to ministry through vocation.
• Hold a sincere desire to seek God and His kingdom.
• Demonstrate personal and devotional habits and practices such as Bible study, prayer, and daily meditation.
• Be a member of a New Testament, evangelical Church in the local community and attend regularly.
• Engage in witness activities as a normal part of life.

PHYSICAL DEMANDS

These physical requirements are not exhaustive, and One More Child may add additional job-related physical demands to these if the need arises. Corrective devices may be used to meet these physical requirements.

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The

employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally.

required to walk and reach with hands and arms. Specific vision abilities required by this job include close vision.

This job requires the ability to work in stressful conditions from time to time and remain focused for

extended periods of time. The ability to lift to thirty pounds (boxes, documents, and equipment).

WORK ENVIRONMENT

The work environment describes the conditions that an employee may encounter when performing their job duties, including but not limited to, the essential functions of the position. Reasonable accommodation may be available to enable individuals with disabilities to perform these duties.

Job functions are performed in a normal office environment.