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Help Desk Specialist

2 months ago

Blue Ash, Ohio, United States Council on Aging of Southwestern Ohio Full time
Job Title: Help Desk Specialist

Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing the 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.

Our mission is to enhance lives by assisting people to remain independent through a range of quality services.

Job Summary:

The Help Desk Specialist, Tier 2, is responsible for providing technical support to all COA staff. This includes troubleshooting problems, diagnosing issues, and implementing solutions in a timely manner.

Key Responsibilities:
  • Provide end-user technical support through in-person, phone, email, and other electronic means.
  • Responsible for New Hire Training.
  • Troubleshoot problems, diagnose issues, and implement solutions.
  • Document all issues and their corresponding resolutions using required systems.
  • Manage and maintain Access Control, accounts, Active Directory/Entra ID, Office 365, DUO, and other accounts and licenses for end-users.
  • Install and maintain cell phones, laptops, peripherals, and accessories.
  • Responsible for maintaining proper levels of TIS inventory and managing inventory through proper tracking and documentation.
  • Assist in identifying process improvements, security concerns, and development of departmental Policy and Procedure, Best Practices, Knowledge Base articles, and other documentation.
  • Work with third-party vendors on issues related to wireless service, VoIP service, and other services and applications as required.
Qualification 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:
      • Access control, AD/Entra ID, Intune, Cisco DUO, Cisco AnyConnect.
    • Office 365 Application support/development.
    • Word, Excel, Power Point, Teams, and Teams Applications.
    • Networking:
      • Network Fundamentals, Switches, Routers, Wireless. IP, firewalls, cabling, VPN, Domains, Wireless, ISP, Cloud Computing.
    • Cloud Computing.
    • COA Program Areas and application knowledge, gained after employment.
    • Basic to intermediate knowledge of:
      • Network Security.
      • Application Security.
      • Information Security.
      • Operational Security.
    • Demonstrated competency in logical and analytical thinking.
    • Ability to work and contribute to a team environment.
    • Experience in healthcare preferred.
    Equal Opportunity Employer:

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