IT Support Specialist

IT Support Specialist

The IT Support Specialist will provide second level technical support to the end user of the agency's computer and equipment, including software, hardware. The position will also provide direct support to divisional management teams for planning and contract and proposal support. Overall, the IT Support Specialist contributes to the Children's Home Society of Florida high performance culture by exhibiting our values and providing quality results that position CHS as the leader in delivering proactive behavioral health, case management, community and early childhood solutions for children and families.

Primary Job Functions

• To proactively monitor and provide direct end user hardware and software support to all end users.
• Document and follow up with hardware and software issues.
• Troubleshoot technology problems according to escalation protocol.
• Maintain hardware and software inventory.
• Configure and distribute hardware.
• Assist in testing new hardware and software prior to implementation.
• Stay abreast of new technologies.
• Document software license compliance.
• Install/upgrade operating system and standard workstation software.
• Provide technology training and user assistance.
• Actively support the day-to-day IT Operations in assigned Divisions.
• Work with the ED and management team to support the day-to-day IT operations in assigned divisions.
• Assist in the selection, contract negotiation, installation, and support of the division's IT resources including hardware, software and communications.
• Provide project management for assigned divisional technology projects.
• Monitor compliance with CHS IT standards and policies.
• Oversee division's compliance with security policies for data and software.
• With Quality Management, oversee that contract and outcome reporting tools are consistently maintained throughout the divisions and meet statewide standards.
• Assist in developing Quality Management measures for information technology.
• Provide new staff orientation on IT procedures.
• Provide telecommunications support.
• Assist in the development of IT documentation.
• Provide training and consultation for the Title IVE population staff as defined, monitored and evaluated by the CHS Learning Institute.
• Contribute to a positive, engaging work environment.
• Develop a strong knowledge base and stay current on job-related issues and trends.
• Participate actively in departmental meetings, training and education, as well as the quality process.
• Comply with CHS's code of conduct, policies, procedures and other obligations.
• Assist with training other team members and providing back up when necessary.
• Pick up projects on the fly; perform other duties as assigned from time to time.
• Demonstrate the CHS Common Bond values in the performance of all job duties.

Job Qualifications

Education, Licenses & Certifications:

• High school diploma or GED equivalent, required.
• Advanced technical certification in Microsoft or networking products, preferred.
• Bachelor's degree in an IT related field, preferred.
• Equivalent combination of education and experience may be considered.

Experience:

• Three years of experience providing end user technical support, required.
• One year experience supporting LAN/WAN technologies, Microsoft Windows, and Microsoft Office, required.

Competencies

• Knowledge of latest versions of Microsoft Windows and Microsoft Office
• Skills and proficiency in planning, project management, organization and time management
• Oral and written communication, including presentation and platform
• Collaboration, teamwork, consulting, facilitation, coaching and mentoring
• Computer systems and MS Office, including Word, Excel and Outlook

Ability to:

• Perform at a high level of autonomy, with general supervision.
• Perform under strong demands in fast-paced, diverse, sometimes ambiguous environments.
• Commit to providing high customer satisfaction with positive service delivery results.
• Meet critical deadlines, while maintaining attention to detail, accuracy and quality.
• Handle highly stressful, sensitive situations; maintain confidentiality and professional boundaries.
• Demonstrate the behaviors of our CHS Common Bond Values.
• Be energetic, passionate and adaptable with a deep commitment to social service, empathy for children and families and a positive approach to embracing and managing change.

All applicants are subject to background screening through the Florida Agency for Health Care Administration (AHCA). For more information, visit

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