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Form of workJob Description
The IT Support Specialist works closely with the IT Manager to support the technology needs of Judi’s House/JAG Institute and its staff, including computer hardware, software, and network support/maintenance/troubleshooting. Responsibilities include but are not limited to assisting in maintaining a hosted Electronic Health Record (EHR) system and its database components, handling incoming IT issues from users, providing troubleshooting, and escalating tickets as needed.
ESSENTIAL DUTIES/RESPONSIBILITIES:
- Provides technical support and assistance to Judi’s House staff on various software applications and hardware systems.
- Performs installation, configuration and maintenance of computers, printers/copiers, operating systems, antivirus, software applications, phones, conferencing systems, network and/or other related equipment/devices.
- Performs software deployments, security updates and patches and other routine maintenance tasks for upkeep of IT hardware, software and network.
- Participate in organization-wide IT projects and initiatives
- Performs daily monitoring of the data backup jobs
- Manages user accounts and access to systems and applications.
- Trains and orients new staff and trainees on the use of hardware and software.
- Assists users with EHR application issue resolution and enhancements.
- Fulfills standard data/report requests from multiple stakeholders and provides data-related support.
- Assists with the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
- Performs data entry and maintains records such as problems and incidents, standard operating procedures, and user instructions.
- Escalates issues to a higher-level and/or IT Services vendor to ensure assistance in a timely, responsive, and professional manner.
- Provides individual instruction and/or training to users on new or updated technologies.
- Assist staff to achieve efficient and effective use of computing technology and maximize utilization of computer resources
- Maintains inventory of IT hardware assets such as desktops, laptops, iPads, phones, printers, peripherals as well as software assets.
- Provides excellent customer service with attentive follow-up to ensure users’ need/request are met consistently and reliably.
- Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
- Performs miscellaneous job-related duties as assigned.
SUPERVISORY DUTIES:
- None.
PHYSICAL DEMANDS:
- Frequently required to sit, talk, hear, stand, walk, bend, stoop, squat, and use hands to fingers, handle or feel, reach with hands and arms.
- Must be able to lift and move 50 pounds at a time.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office conditions. The noise level in the work environment is usually quiet.
This position is primarily onsite but is eligible for partial remote work at the manager’s discretion.
About Us:
Judi’s House/JAG Institute (JH/JAG) is the only free-standing organization in Metro Denver devoted solely to supporting grieving youth and families through comprehensive care, research, education, and advocacy. Its mission is to help children and families grieving a death find connection and healing. Since 2002, JH/JAG has supported nearly 13,000 individuals, and educated many thousands more, toward the vision that no child should be alone in grief. The integration of research and practice in a community-based center has uniquely positioned JH/JAG to create social change around the issue of childhood bereavement-elevating it as a public priority and serving as a national leader in the effort to increase access to effective grief care for bereaved children and families.
Judi’s House expects to achieve its vision by adhering to four core values:
Compassion, Accountability, Courage, and Respect. Nothing is more important than having a team of people that incorporates these values and holds each other accountable for living this culture every day at Judi’s House.
Compassion, Accountability, Courage, and Respect. Nothing is more important than having a team of people that incorporates these values and holds each other accountable for living this culture every day at Judi’s House.
Our Commitment to Justice, Equity, Diversity, and Inclusion:
Judi’s House/JAG Institute centers justice, equity, diversity, and inclusion. We strive to welcome, respect, value, and support our clients, staff, board of directors, and volunteers. Grief is a universal experience. Yet, we know that there are significant barriers that prevent some from accessing grief care. Therefore, we are taking active steps to engage in ongoing learning, reflect the families in our community, respond to the cultural needs of our clients, and address discrimination and inequity.
In fulfilling our mission to help grieving children and families, we are committed to courageously fostering justice, equity, diversity, and inclusion by continually adhering to the following in all aspects of our organization:
- Create safe space for all.
- Invite, engage, and respect every voice to inform our practices.
- Show humility, recognizing who we are and what we don’t know.
- Address systemic injustices and inequities that impact how communities are supported in navigating their grief.
- Lead with our core values to move toward our vision that no child should be alone in grief.
The Position:
- The Information Technology (IT) Support Specialist position is a full time, exempt position working onsite.
Salary range for this role is: $53,000-$63,000.
The Benefits:
- A knowledgeable, mission-driven team.
- Generous leave policies
- Employer sponsored health insurance.
- 401k Match Program
- Professional development funding
- Monthly celebrations
The Location:
Our new purpose-built 26,000 square foot home is nestled between Central Park and Aurora -- just a few blocks east of the Stanley Marketplace. Surrounded by children and families from diverse backgrounds, our new location is ideal for our work. We take great pride in making Judi’s House feel like home-providing a safe space for children and their caregivers to explore their grief and find connection and healing.
Why Should You Apply?
- Mission driven work
- Work/life balance
- Great benefits
Judi’s House is an equal opportunity employer committed in policy and practice to recruit, hire, train and promote, in all job classifications, without regard to race, color, ancestry, creed, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, political service, gender identity, affiliation or disability or other classes protected by federal or state law. Judi’s House does not tolerate harassment or retaliation against any employee or applicant based on these characteristics or because the individual exercised their EEO rights.
All offers are conditional on successful background checks. Our background checks include a search on the National Sex Offenders registry, and local, state and federal criminal databases.
EDUCATION OR FORMAL TRAINING:
- Associate degree in IT-related field and/or equivalent work experience required; Bachelor’s degree in IT-related field preferred.
- 1-2 years relevant experience or combination of training and experience that enables performance of all aspects of the position.
REQUIRED EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES SOUGHT:
- Knowledge of computer systems (Windows OS), applications (Microsoft Office 365 Suite), hardware (PC/iPads), networking, peripherals, backup/data recovery methods, and communications.
- Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.
- Problem-solver with ability to determine IT issues and troubleshoot printers, copiers, VOIP phones, basic networking (including wireless networks) and mobile devices, and coordinate hardware, software, and/or network solutions effectively and efficiently.
- Researches solutions for IT issues independently with minimal supervision.
- Experience creating, managing, and maintaining user accounts with Microsoft Active Directory and Microsoft 365.
- Familiarity with Windows Server, Active Directory, Group Policy, Remote Desktop and VPN.
- Strong understanding of IT security best practices.
- Knowledge of basic Windows Powershell scripting, testing, and debugging techniques.
- Knowledge of relational databases and experience in writing basic SQL queries (including joining tables) with a desire to expand SQL/database skills as needed.
- Acute attention to detail for data verification and correction to ensure reliability and accuracy.
- Excellent verbal, interpersonal, and written skills and the ability to work effectively with staff, volunteers, and stakeholders.
- Ability to clearly and understandably communicate technical guidance and instruction to users on the use of PC, applications and systems.
- Organized and thorough in maintaining documentation and records.
- Able to effectively prioritize tasks and manage multiple projects and deadlines concurrently.
- Exceptional customer service and great attitude a MUST.
- Exhibits professionalism, commitment to excellence, detail orientation, and adherence to Judi’s House’s four core values: Accountability, Compassion, Courage and Respect
- Occasional off hours/on call work may be required.
- Highly desirable: Help desk and end-user support experience.
Desirable but not required:
- Knowledge of SQL Server and tools.
- Knowledge of HIPAA requirements.
- Experience in a non-profit and/or clinical environment.
To apply visit: Judi's House - Information Technology (IT) Support Specialist (paylocity.com).
