Sr IT Desktop Support Specialist - Agency Admin

The Sr Desktop Support Specialist will help support the business in day-to-day operations and play a strategic role in the successful growth of FREE’s service offering and expansion. The Sr Desktop Support Specialist supports and maintains organizational computer systems, thin clients, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.

The Sr Desktop Support Specialist will also troubleshoot problems (in person, by telephone, or via tickets) in a timely and accurate fashion and provide end-user assistance where required.

• Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, recommends and implements corrective solutions including off-site repair for remote users as required.
• Provides technical assistance for all Windows Operating System and workstation applications.
• Provides basic network/infrastructure support and performs initial analysis of network/infrastructure issues; resolves network/infrastructure issues escalates as needed.
• Creates/tests/deploys images for cloning of various hardware platforms using industry-common tools and utilities.
• Utilizes Active Directory users and groups to create, maintain, and supports all aspects of accounts.

• Oversees installation/configuration/troubleshooting of printers, scanners, computers and peripherals.

• Manages e-waste and safe disposal of technological items.
• Works alongside our application support teams to help diagnose and remediate application issues.
• Identifies, deploys and maintains appropriate connectivity options and serves as lead on all Wi‑Fi connectivity.
• Assists the networking / infrastructure team with troubleshooting, support, and remediation of functional networks and network equipment (LAN, WLAN, WAN).
• Monitors and resolves assigned support tickets, serves as an escalation point between business and IT, and coordinates with vendors to ensure effective support.
• Maintains and keeps up to date standard operating procedures (SOP) and documentation for the IT department.
• Provides employee support for audio/video conferencing and office equipment, including printers, copiers, scanners, and fax machines.

• Performs hardware and software upgrades and researches technology solutions to keep FREE’s systems current and effective.
• Participates in IT inventory management and asset management.
• Establishes positive working relationships with co‑workers, management, other departments, affiliated agencies, contractors and vendors and other valued stakeholders.
• Maintains knowledge of the Information Technology industry to effectively address ongoing demands for enhancements to existing network and services.
• Ensures that all required documentation (paper and electronic) is completed /processed appropriately, in a timely manner, and meets quality and compliance thresholds.
• Performs other related duties as assigned.

• Always communicate in a respectful manner with all people including the people we support, supervisors, other valued team members, and members of the community.
• Complies fully with FREE’s confidentiality policies by holding in strictest confidence all information pertaining to members, residents, the people we support and their families, clients, providers, contractors, and employees.
• Meets all safety training requirements; adheres to all safety policies and reports any and all unsafe conditions; takes measures to prevent accidents and/or eliminate conditions that pose a safety or health risk.
• Coordinates, supports, attends and participates in all required events/ meetings/…