Support Specialist II

The Salvation Army USA Western Territory
25.24
United States, California, Carson
16941 Keegan Avenue (Show on map)
May 02, 2024
Description 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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)