IT Support Specialist 2

Support Specialist 2

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%)
• Hardware/Software Setup, Maintenance, and Repairs (40%)
• Assists Other IT Teams (15%)

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:

• 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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