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Technical Support Analyst
2 months ago
About Abilities First, Inc.
Abilities First, Inc. has been dedicated to enhancing the lives of individuals with developmental disabilities for nearly sixty years. We provide a comprehensive range of services, including educational programs, community support, residential services, and employment assistance. Our organization values diverse experiences and backgrounds, fostering an inclusive environment for all individuals. We are proud to be an equal opportunity employer.
Position Overview
The IT Support Specialist will be responsible for delivering 1st and 2nd level IT assistance to end users within the organization. This role will serve as the escalation point for the Helpdesk Technician, addressing tier 2 technical issues. The IT Support Specialist will play a crucial role in the planning and implementation of IT initiatives throughout the organization. They must possess the ability to identify IT-related challenges and develop strategic solutions based on available information.
Key Responsibilities
• Provide efficient 1st and 2nd level support for hardware, software, and network issues across all locations.
• Work independently to research solutions and escalate complex issues to colleagues when necessary.
• Maintain accurate documentation in SharePoint, Teams, and the Helpdesk Knowledge Base.
• Communicate effectively with team members and end users through various communication platforms.
• Provision, deploy, and manage Windows 10 and 11 operating systems.
• Maintain and update Windows Server environments.
• Manage user accounts and computers within Active Directory.
• Provision, install, and oversee site networks.
• Drive IT innovation and enhance network performance across all sites.
• Ensure accountability for equipment, software, and services across the organization.
• Utilize MDM solutions to manage remote and mobile devices.
• Provide training and support to employees during orientation and as needed.
• Ensure all required training and certifications are current and pursue additional training when necessary.
• Adhere to the agency's Code of Legal and Ethical Behavior, ensuring responsibilities are performed with integrity and respect for others.
• Follow all agency policies and procedures, prioritizing personal and others' safety.
• Perform other job-related activities as assigned by supervisors.
Physical Requirements
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. The role may require lifting up to 50 lbs, bending, squatting, and pivoting.
Qualifications
• A minimum of four years of experience in Information Technology, including deploying and maintaining desktop and mobile devices, printers, basic network components, VoIP phones, and tablets in a corporate setting, or an Associate's Degree in Information Technology or a related field, or a combination of two or more entry-level IT certifications.
• Strong communication skills to effectively train non-technical users on basic computer operations.
• A valid driver's license and willingness to travel to various sites as needed.
Preferred Technologies
• Familiarity with Meraki MX models and systems management for mobile devices.
• Experience with Microsoft 365 Office suite.
• Knowledge of Entra ID management and multi-factor authentication.
• Experience with Unifi networking equipment.
