IT & Av Support Specialist

3 weeks ago

Lakeland, United States One More Child Full time

**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:

- Monitor and printer issues.
- Mapping network drives
- Coordinating with MSP to join purchased computers to the network domain.
- WIFI issues
- Troubleshooting settings related computer issues (display, audio, etc.)
- 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.
- Relias training platform technical support (content access, viewing issues due to browser settings, etc.)
- Issues with PDF documents (opening, editing, etc.)
- Support assistance for Microsoft Outlook related issues (address book, calendars, sending/receiving issues, “how to” questions, etc.)
- Support assistance for other Office 365 programs related issues (Excel, Word, Teams, PowerPoint, Publisher, etc.)
- Administration, scheduling, and support assistance for Zoom (video conferencing platform)
- 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:

- Periodic review of employee network permissions
- Auditing staff compliance with IT policies and procedures
- Administration of training platform (Relias). Functions include:

- Assigning trainings
- Identifying and uploading new training content
- User profile administration (resetting passwords, deactivating terminated employees, etc.)
- User technical support (content access, viewing issues due to browser settings, etc.)
- Learner status tracking and reporting
- 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:

- Coordinating restoration of service with MSP following service outage
- Troubleshooting desk phone issues
- Updating phone firmware, as needed
- Assigning extensions and resetting PINs
- Monitoring subscription status
- 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.

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