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Technical Support Specialist

Under the supervision of the IT Director, this position assists Lifeline staff with technical support of all agency computers, printers, telephones, smart phones/tablets, and other related technologies. Support includes specification, installation, repair, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with our ticketing system, SysAid, to resolve application and operating systems issues and to diagnose unique, non-recurring problems for staff. This position assists in the maintenance of network attached endpoints and associated equipment. This position’s responsibilities require independent analyses, communication, interpersonal skills, and problem solving. The duties must often be performed with little to no supervision and require initiative, attention to detail, excellent judgment, and frequent reprioritization.

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Specific Activities
Duties include but are not limited to:
  • Assist staff with the installation, configuration, and ongoing usability of computers, docking stations, mobile phones, VOIP devices, peripherals, and software through SysAid.
  • Work and communicate with staff remotely and onsite to troubleshoot and resolve problems in a timely and professional manner.
  • Maintain accurate and detailed trouble tickets and documentation of solutions in the knowledge base.
  • Assist staff with relocation of computer systems and peripherals.
  • Install, upgrade, and support Microsoft Windows 10, Microsoft Office 2016, Anti-virus/Anti-malware software, and other software products as assigned.
  • Configure and deploy new workstations, laptops and devices for network connectivity.
  • Train and orient staff on the use of hardware, software, and network resources.
  • Assist IT Director with server and network management when requested.
  • Maintain detailed inventory and equipment tracking.
  • Dispose of aged/unneeded equipment through recycling vendor or salvage process per government contract instructions.
  • Create “How-To” instructional documents for publication using Microsoft Visio and Word.
  • Work with IT Director to assess and purchase hardware and software.
  • Organize and secure old computers and components for storage and disposal.
  • Stay current on specific trends and issues as they relate to upgrades and security measures.
  • Attend recurring supervision meetings.
  • Maintain HIPAA compliance in all aspects of the job.
Other duties as assigned
Qualifications/Requirements
BS degree or equivalent experience in information systems or related field. Ability to work as part of a team and under the supervision of the IT Director.  Ability to troubleshoot and repair Windows 10 and MS Office 2016 problems.  Ability to upgrade, troubleshoot, and repair computer system hardware, firmware, and drivers. Fundamental knowledge MS Windows, web navigation, network and web security, TCP/IP networking and WiFi technology. Working knowledge of Windows Server 2016, 2019, Active Directory, DNS, DHCP, VOIP telephone technology, networking, group policy and HIPAA security policies. Ability to manage and meet multiple deadlines on a routine basis.  Ability to adapt, shifting and changing priorities.  Ability to type accurately (minimum 45 wpm) and excellent communication skills.
 
Knowledge, Skills, and Abilities Required:  
Possesses advanced knowledge that is primarily intellectual in character and includes exercising discretion and independent judgment
Establish and maintains effective working relationships while showing open mindedness and a collaborative spirit. Compatibility with agency purpose, goals, philosophy, and approach. Demonstrates enthusiasm and passion for their work. Utilizes a creative approach to problem solving. Interactions with others reflect a spirit of honesty, humbleness, and self-awareness. Accepts constructive criticism with a positive attitude and willingness to implement change. Ability to work well independently and demonstrate appropriate initiative. Must demonstrate knowledge of trauma Informed, client driven, and culturally competent care. 
 
Other Requirements
Reliable transportation. Must have a California driver license and good driving record. Willing to use own, properly insured, reliable vehicle for the job. Must make frequent trips from this position’s Vista office to 7 agency offices, spanning North County from Oceanside to Escondido, and down to Kearny Mesa (work-related mileage is reimbursable).
Employment subject to clearances, including background finger printing checks, driving record, tuberculosis testing, and drug testing.
 
Compensation and Benefits
Your well-being matters at North County Lifeline!
  • Paid vacation
  • Paid sick time
  • Paid holidays (14 days)
  • Exceptional medical, dental, vision, chiropractic and acupuncture coverage
  • Free health and wellness programs
  • Free Life Insurance
  • Employee Assistance program
  • Great employee incentive award programs
  • Training and education assistance
  • Matched 403b retirement plan
  • Flexible Spending Account
  • Menu of optional benefits, including short term disability, critical illness, accident, hospitalization and cancer policy
Pay Range Salary will commensurate with experience and education. Differential pay offered for bilingual skills. EEO.
 
Physical Demands/Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee may occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may be exposed in an extremely stressful environment where there are considerable mental and emotional demands. Travel is required to client homes. Employee may be exposed to weather conditions prevalent at the time.  The employee will be required to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer.
 
Work Schedule
Full-time, 40 hrs/wk. Non-exempt position
 
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