IT Help Desk Specialist

3 weeks 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.

Job Summary:

As an IT Help Desk Specialist - Tier 3, you will provide advanced technical support for COA staff, troubleshooting complex issues, and implementing solutions in a timely manner. You will also be responsible for maintaining and developing departmental policy and procedure, best practices, knowledge base articles, and other documentation.

Key Responsibilities:
  • Provide end-user technical support for all COA staff through in-person, phone, email, and other electronic means.
  • 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.
  • Complete thorough documentation of all issues and their corresponding resolutions using systems as required.
  • 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, including laptops, cell phones, MFDs, and other devices as assigned.
  • 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 as required.
  • 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, gained after employment.
  • 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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