Support Specialist 3

DEPARTMENT: TERRITORIAL INFORMATION TECHNOLOGY

TITLE: SUPPORT SPECIALIST 3

STATUS: NON-EXEMPT - Full Time

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:

Advanced ("tier 3") computer user support in both hardware and software. Support Team advanced technician handling complex issues supporting users, peers, and coworkers.

ESSENTIAL FUNCTIONS:

Resolve Computer Problems (60%)

* Determines whether a problem is caused by hardware or software remotely or in person.
* Diagnoses system hardware, software, and operator problems.
* Recommends or performs remedial actions to correct problems.
* Escalates problems to supervisor or IT personnel on other teams as needed.
* Inspects computer equipment and prepares computer equipment for delivery.
* Installs software, hardware, and peripheral components.
* Takes ownership of receipt of computers for repair, makes repairs, and timely returns.
* Support coworkers from other teams in service of networks and network attached equipment.
* Control and track shipping of any shipped equipment.
* Makes site visits as necessary.

Monitor the Help Center (20%)

* Log into the Help Center and review, triage and take tickets from users having problems using computer software and hardware. Assign tickets when directed to coworkers.
* Log into automatic ticket assignment queue(s).
* Monitors calls and Help Center tickets until resolved.

Technical Leadership (20%)

* Assists in supporting, training, and mentoring Support Specialist I and II coworkers.
* Acts as an escalation point for Support Specialist I and II coworkers.
* Embraces the role of a lead in one or more technical specialty within the Support team.

KNOWLEDGE, SKILLS, AND ABILITIES

* Must be able to read, write, speak, and understand fluently, including technical issues, in English.
* Excellent customer service and communications skills especially when working with inexperienced users.
* Ability to understand and learn new technologies.
* Specific expertise with Microsoft Windows, Microsoft Office, and communications technologies.
* Advanced knowledge of desktop hardware and software.
* Must be able to use typical PC technician hand and power tools such as screwdriver, power drill, network cable analyzer, etc.
* Proven leadership capabilities.

EXPERIENCE & EDUCATION:

* AA degree in either Information Technology or Computer Science or some combination of at least 4 trade certifications (e.g. A+, Network+, ACMT, MCP).
* Five years of experience in Information Technology in a support role.

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: Support Supervisor