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IT Support Specialist

Company: Guide Dogs for the Blind
Location: San Rafael
Posted on: July 15, 2019

Job Description:

POSITION TITLE: Network & Systems Support Specialist REPORTS TO: Director of Information Technology/IT Infrastructure Manager OVERALL SUMMARY: The Network & Systems Support Specialist will provide general and specialized support in the following information technology areas: computer, phone and network administration, hardware support, and software application support. As part of the IT team, the Network & Systems Support Specialist works closely with team members, GDB end users and management and outside vendors as required completing projects and resolving issues. S/he also provides guidance and escalated support to the Systems Specialist on routine to complex tasks, with direction from the xxx, and accepts responsibility for resolving escalated issues. POSITION ESSENTIAL FUNCTIONS: In conjunction with the IT Infrastructure Manager and Director of IT, develop timelines for completion of assigned projects by an agreed-upon date; effectively manage multiple tasks simultaneously, prioritize own workload, and ensure adherence to timeline and deliverables. Prioritize and respond to Help Desk requests, providing timely and high quality support to technology end users located on campus and in the field. Provide support for roaming field users and assist in the support of Windows Terminal Server and other remote access technologies, and Cloud software used by GDB. Maintain computer, phone and cellular hardware and peripherals through advanced troubleshooting, working independently and with vendor technical support as needed to resolve routine to complex issues. Perform network repairs, maintenance, configuration, and troubleshooting tasks, including some scheduled and unscheduled after hours work. Identify, evaluate, analyze, recommend, purchase, set up and maintain desktop, peripheral, network and related hardware and software applications. Manage integration of upgrades to existing application software. Create technical and user-focused documentation following GDB document accessibility guidelines. With moderate direction, manage and complete complex projects such as new technology implementations, and major upgrades. Act as backup for network administration and technology infrastructure duties of the IT Infrastructure Manager, including establishing and enforcing network level security to provide the appropriate level of file access to all users, recovering lost files, and resolving complex network, hardware, software and other error situations. Appropriately escalate to contracted vendor support when required. Keep up-to-date with changes in the supported hardware and software; maintain and share expertise in administrative applications, Internet tools, mobile devices, office productivity software, and network and VoIP systems in use at GDB. Provide user support for videoconferencing and audiovisual equipment, specialized software applications, and assistive technology. Develop and maintain a solid understanding of organizational Mission, initiatives, needs and concerns related to information systems through direct, on-going communications with users and other interested parties. Assimilate their input to maintain and improve functionality of IT systems. Adheres to our organization's Values and Behaviors, and safety policies and procedures and encourages others to do the same. Promptly reports incidents and accidents according to campus procedures. Undertake other duties within the Information Technology functional area or as a representative of the department. POSITION ESSENTIAL REQUIREMENTS: Minimum 5 years' experience in a combination of computer hardware and software support and network administration roles. Equivalent training may be substituted for up to one year of the required experience. Experience with a wide variety of operating systems and environments, including Microsoft Windows, Active Directory and roaming profiles, VMWare, Box Enterprise, AirWatch, Salesforce, and/or Shortel/Mitel VoIP.. Demonstrated knowledge of network telecommunications systems using TCP/IP; experience in an environment utilizing wide area networks and Wi-Fi access. Experience upgrading mobile device, desktop and network operating systems and equipment, including creating and applying desktop images, change management, and secure disposal of obsolete devices. Demonstrated competence in the following areas is highly desirable: MS Windows Product Specialist; significant progress towards certification as an MS Certified Systems Engineer or MS Certified Solution Provider; or, CompTIA Network+ or similar technical certification requiring knowledge of TCP/IP and other Internet protocols and security standards. Demonstrated ability to quickly learn and support new software, hardware, and mobile devices, including assistive technology used by individuals who are blind or have visual impairment. Demonstrated ability to listen and communicate technical issues clearly with both technical and non-technical personnel, orally and in writing Able to perform tasks requiring repeated bending, stooping, kneeling or squatting, and extensive work at a keyboard. Able to lift up to 20 pounds. Some supervisory and project management experience desirable. POSITION SPECIFICATIONS: Full time, non-exempt position. Guide Dogs for the Blind strives to provide competitive benefits and compensation including:

PERSONAL WELLNESS
Health Insurance
Dental Insurance
Vision Insurance
Short Term Disability (Staff working outside of California)
Long Term Disability
Paid Vacation, Holidays and Sick Leave
Voluntary supplemental insurance products
Employee Assistance Program
On-Site Wellness Programs including Cross Training, Yoga, Chair Massage, workout room and more!

FINANCIAL WELLNESS
403(b) Retirement Savings Plan with discretionary employer match
Life Insurance and AD&D (100% Employer Paid)
Flexible Spending Account for medical and dependent care expenses
Pre-tax Commuter Check Program (CA Campus Only)
AND MORE...
Carpool/Vanpool Program
Dog-Friendly Workplace
Dog and Cat Food Discounts
Employee Referral Program
Employee Lunch Program
Tuition Reimbursement

Keywords: Guide Dogs for the Blind, San Rafael , IT Support Specialist, Other , San Rafael, California

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