IT Smart Hands Tech

General Summary

The IT Smart Hands Tech will be the onsite owner of all technology needs of the organization, including all three locations (St. Vincent, Marillac, and Foglia). This includes monitoring, prioritizing, and resolving of all user requests with the Help Desk to ensure minimal disruption to impacted staff and timely on-boarding of new staff. The IT Smart Hands Tech will also proactively work staff to build their technical acumen and integration of technology into our operations. The IT Smart Hands Tech also maintains and supports the overall integrity of the operating system environment, infrastructure, and supported systems as well as the maintenance, security, and tracking of all assets. 

Duties & Responsibilities

User Support. Minimize the impact of any technology issues on staff. 

o Provide all new users with the necessary hardware, software, and access on a timely basis

o User support

o Monitor and prioritize tickets submitted to AIS Help Desk per service level standards

o Monitor and prioritize tickets escalated to Local Support Center per service level standards

o Resolve all other tickets not addressed by the AIS Help Desk or Local Support Center

o Install software and configure computers for new staff

o Communicate regularly with users on the status and progress on open ticket requests

o User Development

o Work with individuals to increase their knowledge and comfort with technology

o Support teams to evaluate the integration of technology in creating effective outcomes

o Provide necessary documentation for users

Infrastructure and operating environment

o Maintain and support the integrity of the operating system

o Monitor and maintain the physical and cloud infrastructure

o Perform all maintenance, back-ups, and upgrades to minimize operating risk due to technology

o Recommend system modifications to reduce systemic user issues

 Overall effectiveness

o User Satisfaction: focus on timely resolution of all user technology issues by monitoring new, aged, and closed tickets and building strong relationships and technology use of all staff

o Asset Monitoring: inventory all MSV technology investments to minimize loss; create a rotation cycle for aged technology

o Up-time: maintain overall technology system to create a reliable network with a goal of zero downtown for all users

o Current Knowledge: build current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

o Work independently: use data to create a dashboard of critical effectiveness measures to provide a self-service platform for leadership to monitor the overall health of the IT environment

Contribute to the MSV Team

o Act with integrity and aspire to model our Core Values in the delivery of all services.

o Contribute as a key member of the organization, back-up colleagues as needed

o Support and regularly participate in Program events

o Perform other duties and responsibilities assigned.

o Insure confidentiality of all information

o Continually identify opportunities for process improvement

Job Requirements

Experience/Education

Bachelor’s degree preferred or equivalent experience

Minimum of 4 year’s experience in the IT field in similar roles

Non-profit experience preferred

Qualifications

·        Well-developed interpersonal, organizational, and problem-solving skills. 

·        Team player with a desire to provide a high level of customer service.  

·        Able to work independently with minimal supervision. 

·        Thorough understanding of desktop hardware support and trouble ticket resolution. 

·        Basic knowledge of project management is a plus.