Address
Form of workJob Title: Information Technology Support Specialist II
Reports to: Chief Financial Officer
Location: 2610 Hamilton Street, Omaha, NE 68131
Wage: Starting at $47,500 annually
Schedule: Monday through Friday, 8AM-5PM
**$500 for new hires (to receive after 90 days or after successful completion of their summer assignments)**
Organization Information:
The Boys & Girls Clubs of the Midlands (BGCM), an affiliate with Boys & Girls Clubs of America is a comprehensive out-of-school provider designed to support the most vulnerable youth in the Midlands. Our vision is to provide a world-class Club Experience that assures success is within reach of every young person who enters our doors, with all members on track to graduate from high school with a plan for the future, demonstrating good character and citizenship, and living a healthy lifestyle. It is our mission to inspire and enable all young people, especially those who need us most, to realize their full potential as productive, responsible, healthy and caring members of society. Safety, Accountability, Positivity, Integrity, Professionalism and Respectfulness are our core values that are embedded in our everyday culture.
Position Summary:
Under the limited supervision of the CFO, the ITSS 2 is responsible for providing system operations support and maintenance for all technology related equipment. This role evaluates, installs, and supports computing devices, software applications and equipment for usability throughout the Clubs. This role will interface with users both remotely and on-site for analysis and resolution of computer and technology related issues. This position is the second level position within the Technology Support Specialist series with specific requirements in education, training and skills. Level II is distinguished between the Levels I and III positions based upon the level of responsibility and support provided to the department and overall Clubs. Advancement along this ladder will typically require additional experience, competencies and education.
Essential Functions:
Primary Duties and Responsibilities:
- Ability to complete all Level I duties, if needed
- Troubleshoots and resolves problems received from end-users regarding hardware and software applications and/or network usage problems.
- Troubleshoots and resolves problems received from end-users regarding hardware and software applications and/or network usage problems.
- Generates, updates, and monitors support desk tickets in accordance with established departmental practices and based on level complexity provides resolution or escalates to appropriate technology personnel for resolution.
- Serves as a technical advisor to end-users and provides technology related training programs for assigned areas of responsibility.
- Develops specifications and operating instructions to assist end-users with Clubs applications for assigned areas of responsibility.
- Assist end-users with password resets or locked accounts in accordance with Clubs and department security practices and escalates account action to appropriate technology personnel as needed.
- Generates, documents and tracks work orders in response to technical difficulties reported by end-users.
- Provides basic training and supports end-users in the use of Club-wide networked, stand-alone, and cloud-based software and systems for assigned areas of responsibility, as needed attends user group meetings.
- Maintain accurate inventory of devices issued and parts used; notifies appropriate personnel to submit purchase order requests for parts or supplies as needed.
- Asset tag, setup, troubleshoot, repair, replace technology devices including desktop, mobile, classroom display, sound systems and peripherals.
- Evaluates end-user needs and makes recommendations of proper hardware and software requirements within Clubs technology standards.
- Deploys, installs, maintains, troubleshoots, and repairs basic hardware parts and modules in use with connectivity equipment and related devices by replacing components and rebuilding/upgrading with new and/or recycled/refurbished components.
- Adhere to published organizational policies and procedures as described in Boys & Girls Clubs of Omaha’s Employee Handbook, Ethics Policy and elsewhere.
Qualifications:
Required:
- Associate or bachelor’s degree in an information systems field of study or education/experience equivalency, or a certification in a relevant computer technology with a minimum of two years of relevant computer experience.
- Have excellent computer software and technical skills with an advanced level of analytical and problem-solving skills; Advanced knowledge of computer software including Windows Server, Office 20013, SharePoint, client-server network, SaaS, Windows desktop solutions, Apple Mac hardware/software, VMware, and youth technology program implementation.
- A minimum of two years of experience in Information Technology systems support, including Local Area Network administration, wide area networking, digital content creation for print and online presence, including music, video, and photos, preferred.
- Must be able to effectively navigate and function within a virtual environment.
- Must be proficient in the use of Windows, Internet, Microsoft Suite (Microsoft Teams, Word, Excel, Outlook, Access or other database software proficiency), Zoom or other Virtual Meeting platforms, and Google Platform (Drive, Docs, Sheets, Slides)
- Ability to earn and maintain mandatory CPR & First aid certification
- Maintain a valid driver’s license and meet eligibility requirements to drive a BCM vehicle
- Must be able to pass a drug test, criminal and driving records investigation
- The ability to read and write is necessary to complete reports and properly document program and organizational data
- Must be able to work a flexible schedule to accommodate late evening, early morning and weekend work as needed
- Must have reliable transportation to get to sites or meetings
- Must have regular and reliable attendance
