IT Help Desk Specialist Tier 3

1 week ago

Cincinnati, Ohio, United States Council on Aging of Southwestern Ohio Full time
Job Title: IT Help Desk Specialist Tier 3

Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families, and caregivers.

We promote choice, independence, dignity, and well-being through a range of services that help people remain in their homes for as long as possible.

COA is a state-designated Area Agency on Aging, serving a 5-county region.

One call to COA links people to the wide variety of agencies, information, and programs that serve older adults and people with disabilities.

COA has more than 300 employees, close to 300 contracted providers, and an annual budget of $115 million.

Job Summary:

As an IT Help Desk Specialist Tier 3, you will provide advanced technical support for all COA staff through in-person, phone, email, and other electronic means.

You will troubleshoot problems, diagnose issues, arrive at potential solutions, implement, and assist Tier 1 and Tier 2 Specialists with more complex situations in a timely manner.

Key Responsibilities:
  • Provide end-user technical support for all COA staff
  • Troubleshoot problems and diagnose issues
  • Implement, manage, and maintain Access Control, accounts, Active Directory/Entra ID, Office 365, DUO, other accounts, and licenses for end-users
  • Image, repair, and maintain hardware and software for all company-owned equipment
  • Install and maintain cell phones, laptops, peripherals, and accessories
  • Responsible for the budgetary management, purchasing, refresh cycles, and sunsetting of TIS Inventory
  • Seek to identify process improvements and potential security concerns
  • Work with third-party vendors on issues related to wireless service, VoIP service, software, and other services and applications
  • Responsible for the maintenance and development of departmental policy and procedure, best practices, knowledge base articles, and other documentation
Requirements:
  • Associate's Degree in an IT-related field or equivalent experience
  • Excellent customer service skills while working directly with end-users
  • Punctuality
  • Intermediate to Advanced knowledge of laptops, Dell, MS Windows OS 10 & 11, Samsung Cell Phones, and Android OS
  • Security, Network, Application, Information, Operational, HIPAA, Policy, Security, Office 365 Application support, Word, Excel, PowerPoint, Teams, and Teams Applications
  • Networking, Switches, Routers, Wireless, IP, firewalls, cabling, VPN, Domains, Wireless, ISP, Cloud Computing, Servers, Cloud Computing, COA Program Areas, and application knowledge
  • Demonstrated competency in logical and analytical thinking
  • Demonstrated ability to lead and manage projects, work, and contribute to a team environment
  • Experience in Salesforce (Skedulo, Hawcs), Vonage or other VoIP solutions, BI, analytics, or Teams Apps a plus
  • Experience in healthcare preferred
Work Environment:

Non-smoking building

Climate-controlled office area

Occasional work from home

Council on Aging is proud to be an equal opportunity employer.

Council on Aging considers qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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