Support Specialist 2

DEPARTMENT: Information Technology

POSITION TITLE: Support Specialist 2

STATUS: Full-Time, Non-Exempt

PAY RATE: $26/hour

THE SALVATION ARMY MISSION:

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is
based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to
meet human needs in His name without discrimination.

MAJOR FUNCTION:

The Support Specialist 2 is responsible for resolving computer-related issues and preparing equipment for deployment
and installation across Salvation Army locations. Duties include diagnosing and troubleshooting hardware and software
issues as reported by users. Conducts on-site visits to provide coverage, perform repairs and complete new installations.
Provides technical assistance, knowledge and skills transfer to users to ensure proper use of systems.

ESSENTIAL FUNCTIONS:
Help Center and General Support (45%)

* Login to the Help Center and review, triage, and assign tickets to groups for distribution. Take tickets from users
where you may be able to assist.
* Login to automatic ticket assignment queue(s).
* Assign tickets as directed to coworkers.
* Monitor Help Center tickets, direct calls and walk-ins until resolved.
* Determine whether the problem is caused by hardware or software and diagnose system hardware, software, and
operator problems.
* Recommend or perform remedial actions to correct problems based on knowledge of systems operation.
* Review knowledge base articles and/or suggest new knowledge base articles to supervisor, based on experience.
* Keep calendars and task lists up to date.
* Escalate problems to Support Specialist 3, supervisor, or Support Director if unable to resolve.

Hardware/Software Setup, Maintenance, and Repairs (40%)

* Inspect computer equipment and prepare computer equipment for installation.
* Install software, hardware, and peripheral components.
* Diagnose system hardware, software, and operator problems.
* Escalate major problems to subject matter expert or vendor as necessary.
* Take receipt of computers for repair, make repairs, and prepare for return to site.
* Prepare new computers for installation at local and remote Army locations.
* Install software and configure computers for network operation.
* Package, address, and track shipping for any shipped equipment.
* Repair computer equipment using generally applied principles of computer repair.
* Keep IT areas clean and e-waste as necessary, no less than twice a year.
* Shipping and receiving technology equipment for repair, configuration, distribution or field replaceable units
(FRU).
* Prepare and load software for computers; diagnose and repair of PCs and peripherals.

Assists Other IT Teams (15%)

* Support coworkers from other teams in service of networks and network-attached equipment.
* Support coworkers from other teams with hardware setup or refreshes.
* Makes site visits as necessary.
Travel may be required to complete these duties from time to time.

KNOWLEDGE, SKILLS, AND ABILITIES:

* Language skills: Must be able to read, write, speak and understand fluently, including procedural and technical
issues, in English.
* Mathematical skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,
common fractions, and decimals.
* Good telephone communications skills - must possess tact in dealing with difficult or inexperienced end users.
* Ability to understand and learn new technologies. Specific expertise with Microsoft Windows, Microsoft Office, and
communication technologies.
* Working knowledge of desktop hardware and software.
* Must be a licensed driver with an acceptable driving record.
* Must be able to use typical PC technician hand and power tools such as screwdriver, power drill, network cable
analyzer, etc.

EXPERIENCE AND EDUCATION:

* High School diploma or GED
* Up-to-date CompTIA A+
* An additional job-related certification (e.g. Network+, Security+, or ACMT).
* Two years in a PC and/or Mac technical support position.

PHYSICAL REQUIREMENTS:

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A
qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet
the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the
accommodation needed is reasonable and no undue hardship would result.
* Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.
* Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.
* Ability to operate telephone.
* Ability to operate a desktop or laptop computer.
* Ability to lift up to 25 lbs.
* Ability to access and produce information from a computer.
* Ability to understand written information.
* Ability to travel within the Territory.

REPORTS TO: IT SUPPORT SUPERVISOR