Technical Support Specialist II

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The Technical Support Specialist II. for St. Mary’s Food Bank (SMFB) provides client support for desktop-based software applications, hardware configurations and system analysis; provides assistance and solutions for integration between desktop and SMFB’s specific applications. Analyzes and documents current systems and procedures. Develops, documents, and implements strategies, standards, and procedures to be used by the technology team inside and outside of the department and across SMFB.

May manage, design and engineer projects as they relate to the desktop infrastructure. The ideal individual will serve as a positive voice in an ever-changing environment and act as a proactive change agent, driving the company's continuous improvement and innovation initiatives.

• Maintain day-to-day help desk functions and aid in streamlining processes when applicable.
• Provide proper troubleshooting, resolution, root cause, documentation, escalation, and closure of helpdesk support tickets.
• Troubleshoots various software configurations/features including operating systems, applications, word processing, spreadsheets, databases, and networking on all platforms that SMFB supports.
• Installs and configures software applications/operating systems and network clients to operate properly on SMFB’s network, which includes handheld devices, Linux, Google, Apple, and Microsoft.
• Researches the latest product patches and fixes through web access and telephone. Consults with leadership and staff on what computer systems and software to purchase.
• Respond to requests for technology support, visualizes the problem and responds to the user with a clear, concise, and easy to understand solution to their problem.
• Examples of assignments may include teaching employees how to use and access applications, acting as system administrator for the Information Technology Team, software testing and packaging for desktop delivery, anti-virus software management, maintaining a department server, and user account requests.
• This position has contact both physically and logically with nearly every department across the SMFB Organization. Problems need to be addressed quickly and effectively.
• Associations are maintained with vendors for technical support. This position also works with external interfaces as required to support unique applications, system upgrades and issues encountered by SMFB end-users.
• Act as an escalation point to other IT employees.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all internal/external customers of St. Mary’s Food Bank with an excellent service experience.

• Requires extensive sitting with periodic standing and walking.
• May be required to lift; up to 30 pounds.
• Requires significant use of computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
• May require off-site travel and possible out-of-state travel.

• Bachelor’s degree and 2 years of desktop management experience or equivalent professional experience.
• Prefer degree concentration in:
  Computer Information Systems, Management Information Systems or Computer Science.
• Ability to deliver superior customer service support and solution-based communication.

o Excellent organizational, planning, time management, and time tracking skills.

o Ability to work independently and as part of a team.

o Honesty, Integrity, and commitment to the Food Bank mission.

o Experience with Microsoft Dynamics, Raiser’s Edge, Mojo Help Desk, and Shore Tel phones helpful.

o Proficiency with Inkjet printers, laser printers, copy machines, multi-function…