Job Details

Technology Support Specialist II
May 22, 2020 Posting-Tech Support Spec II-639.doc
United Way of Greater Cincinnati
Full Time

The Technology Support Specialist II coordinates technology support staff, oversees computer system and software maintenance and repair, assists with computer equipment purchasing and installation, and maintains networks and connectivity for users. Duties also include supporting, training, and providing backup as tier 2 support to tier one: escalating and coordinating all tier three activities and managing technology infrastructure projects. Additional duties include supporting, managing, and developing our campaign digital workplace giving portal sites and platforms. 

Tier 2 Support includes: Support of United Way of Greater Cincinnati (UWGC) desktops, laptops, mobile devices, and other end-user devices. Support includes handling break/fix, configuration issues, troubleshooting, software and hardware installations and repairs, and other moderately to highly complex technology support duties to ensure smooth delivery and availability of technology services. 

Key Areas of Responsibility: 

  • Coordinates training and orientation for new technology users, and helps them become familiar with equipment, software, and networks.
  • Ensures all users benefit from effective and efficient technology access, and continually assesses needs and requirements.
  • Organizes support, troubleshooting, and repair for IT equipment and networks.
  • Monitors online security for users and networks, and takes appropriate steps to address security breaches if necessary, with guidance and instruction of the Director.
  • Establishes relationships with technology and component vendors.
  • Leads technology support staff, including education and training.
  • Advices Director on technology support staffing needs and participates in the hiring and training process.
  • Manages technology infrastructure budget and inventory, and tracks spending on equipment, licensing, and ongoing costs.
  • Works with the Director to develop and maintain disaster recovery plans to address equipment, power, or security failure to ensure preservation of technology and data.
  • Has demonstrated understanding of available technology and will research to learn about innovative solutions and new releases.
  • Offers specialized expertise in technology infrastructure demands related to non-profit industry.
  • Coordinate, design, administrate and maintain UWGC Service Desk system.
  • Develop and update training guides for all UWGC technologies, across all sites.
  • Works with the Director to develop and maintain ATS procedures for supporting and maintenance of UWGC technologies and services.
  • Test computers, systems, and peripherals on a network to diagnose, hardware versus software problems.
  • Updates supervisor on status of projects or technical issues.
  • Provides 24x7 support to UW211 off-site call specialists. 

Minimum Qualifications

  • Associate degree in Information Technology or equivalent from two-year college or technical school, preferred.
  • Three to five years of related work experience and/or training; CompTIA A+, HDI, ITIL, Network+ or Microsoft certification or equivalent combination of education and experience in a help desk or IT support setting.
  • Three years Network Administration and Server Administration required.
  • Advance aptitude in OS repairs, hardware, upgrades, and troubleshooting.
  • Advance knowledge of LAN and WAN technologies.
  • Advance knowledge of Microsoft Products (Windows OS, Server OS, Office Suite), Azure AD, PCs, and Printers.
  • Knowledge of Antivirus software and other Cybersecurity Applications.
  • Knowledge of computers and methodology to operate computer systems and to troubleshoot major computer equipment malfunctions.
  • Must be detailed oriented, accurate, and capable of working independently while maintaining a team player attitude.
  • Must have the ability to work in a fast-paced environment with little assistance.
  • Must have interpersonal skills to assist and train others in computer systems and technologies.
  • Excellent organizational skills and outstanding verbal and written communication skills are necessary.
  • Advance knowledge and ability to utilize various computer software programs including Excel, Word, PowerPoint, Outlook.
  • Building good customer rapport is essential.
  • Ability to lift up to 20 pounds.
  • Occasional local travel to events within the regional area and nationally.

COMPETENCIES: Highly self-motivated and directed; Strong Organization Skills; Detailed Oriented; Technical Aptitude; Able to Maintain Confidentiality; Ethical Conduct; Accountable, Collaborative; Flexible and Adaptable; Strong Time Management Skills; Communication Proficiency – Written & Verbal; Strong Analytical and Problem-solving Abilities; Effectively Prioritizes and Executes Tasks; Diversity and Inclusion. 

Applicants should apply by Friday, May 22, 2020 via the link below: 

 UWGC is an Equal Opportunity Employer Committed to Diversity, Equity and Inclusion

Contact Details

Pam Haney
United Way of Greater Cincinnati