DEPARTMENT: INFORMATION TECHNOLOGY

POSITION TITLE: SUPPORT SPECIALIST II

STATUS: NON-EXEMPT - FULL-TIME

PAY RANGE: $25.24 HOURLY

MISSION STATEMENT:

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 love for God. Its mission is to preach the gospel of Jesus Christ and meet human needs in his name without discrimination.

EDUCATION AND WORK EXPERIENCE:

• High School diploma or GED
• Up-to-date Comptia A+ or Microsoft Certified Professional.
• An additional job related certification (eg. Network+, Security+, or ACMT).
• Two years in a PC and/or Mac technical support position.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• 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.

SCOPE OF POSITION:

• Solves computer problems, prepares computer equipment for installation in TSA locations.
• Diagnoses and resolves problems brought to your attention by end-users
• Installs, modifies and makes repairs to hardware, software, and peripheral components.
• Makes on-site visits for coverage, repair and installations.
• Provides technical assistance and skill transfer to end-users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Service

• Monitors Help Center for calls, voice mail, and service tickets until resolved.
• Help and advise Support Specialist I staff, including taking over escalated or high-profile tickets.
• Hardware / Software Troubleshooting.
• Determines whether problem is caused by hardware or software and diagnoses system hardware, software, and operator problems.
• Recommends or performs remedial actions to correct problems based on knowledge of system operation.
• Escalates problems if unable to resolve.

Hardware / Software Setup and Maintenance.

• Inspects computer equipment and prepares computer equipment for delivery.
• Installs software, hardware and peripheral components.
• Escalates major problems.

Operations and Repairs.

• Takes receipt of computers for repair, makes repairs, and prepares for return to site.
• Prepares new PCs to replace PCs at all Army locations. Install software and prepare for network operation.
• Control and track shipping from any shipped equipment
• Performs other job-related duties as requested
• Repair computer equipment using generally applied principles of computer repair.
• Shipping and receiving of technology equipment for repair, configuration, or distribution
• Prepares and loads software for computers; diagnose and repair of pc's and peripherals

Travel, including overnight, may be required to complete these duties from time-to-time.

Change of work location may be required to complete these duties.

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 access and produce information from a computer
• Ability to lift up to 25 lbs. (usually file boxes or computer equipment)
• Ability to understand written information

REPORTS TO: IT SUPERVISOR