Annual Salary: $55,000 POSITION OBJECTIVE: The role of the IT Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the IT Specialist is responsible to ensure that an effective solution is provided to the user. The IT Specialist will have, at least, one specialty within the department to add and assist specialized areas of our IT infrastructure, services and processes. These areas of specialty include security, infrastructure, and systems. ESSENTIAL FUNCTIONS: Global Provide customer service driven technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Walk customer through problem-solving process as needed, & follow up to ensure issue has been resolved. Write training manuals. Train computer users. Install, modify, and repair computer hardware and software. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. Participates in creation and annual reviews of Unit Policy and Procedure Manuals to ensure all policy and procedures reflect current state, federal and system of care requirements. Participates in the agency strategic plan & quality improvement processes Ability to safely & successfully perform essential job functions consistent with the ADA, FMLA, & other federal, state, & local standards, including meeting qualitative & quantitative productivity standards. Ability to maintain reasonably regular, punctual attendance consistent with ADA, FMLA & other federal, state, & local standards Ability to comply with all personnel policies & procedures Contribute to team effort by accomplishing related results as needed IT Specialist – Network With assistance from the Network Administrator, resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Upgrade our network and infrastructure systems Maintain quality service by following organization standards Continuously assess network and computer system needs. Assist in making network upgrades and repairs as needed. Collect and analyze data to optimize performance of the network. maintaining existing software and hardware and upgrading any that have become obsolete. monitoring computer networks and systems to identify how performance can be improved. Maintaining technical knowledge by attending educational workshops / trainings. IT Specialist – Security Assist the IT Manager by understanding and having the capacity to: Determining security violations and inefficiencies by conducting periodic audits Assist in maintaining security controls. Identifying and assist in solving potential and actual security problems. Keep users informed by preparing performance reports; communicating system status. Maintaining technical knowledge by attending educational workshops / trainings. Assist in Performing, research, testing, evaluation, and deployment of security technology and procedures. Help run diagnostics on any changes to data to verify any undetected breaches. IT Specialist – Systems Assist IT Manager by understanding and having the capacity to: Perform server administration tasks (ex: user/group, security permissions, group policies, print services); research event-log warnings and errors; and monitor resources to ensure that systems architecture components work together seamlessly. Monitor data-center health using existing management tools and respond to hardware issues as they arise; help build, test, and maintain new servers when needed. Perform routine and scheduled audits of all systems, including backups. Have strong understanding of the Microsoft 365 environment to assist the Systems’ engineer in enhancing, trouble shooting, and deploying all of the Microsoft tools that would be advantageous to the agency. IT Specialist – Customer Service Manage all laptop updates and patching via the agency’s patching services. Manage the agency’s ITSM platform, ensuring helpdesk tickets are processed according to the priority, location, and need. Manage On Boarding of all staff, ensuring appropriate equipment is provided and documented in the agency’s inventory system, and basic IT related training is completed within 1 business day of staff’s first date of employment. Manage Off Boarding of all staff, ensuring all equipment is returned and inventoried, equipment’s status is recorded, and any off boarding documents are signed. Also, coordinate with other It team members who are responsible for disabling technology accounts. Escalates unresolved requests to the next level as required, ensuring that the IT Manager is informed. Supports at a minimum Microsoft Office, password resets, windows personalization, and printer troubleshooting. Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk system in order to help determine, maintain, analyze, identify and monitor problem management issues. Tracks problem causes, and reports on repeat tickets and global issues and fixes causes, not just solutions. Works to eliminate recurring problems and reasons to call with the assistance of MIS staff. Watches for trends that indicate potential problems and then eliminates the problems before they happen. Maintains accurate record of equipment allocated to staff and works with other Client Services Unit staff to ensure that the maintenance records are kept up-to-date in the Helpdesk management application. Maintains library of all implemented software and related licenses. Maintains a high level of customer service to ensure that staff are being supported by MIS operations. Participates in creation and annual reviews of Unit Policy and Procedure Manuals to ensure all policy and procedures reflect current state, federal and system of care requirements. Participates in the agency strategic plan & quality improvement processes We understand the importance that every provider, parent and employee plays in the success of our mission to protect and inspire every child, every day. An essential function of all employees is to provide excellent customer service by being professional and respectful in all interactions each and every day. It is also expected that all employees are timely and responsive in their communication with others. NON-ESSENTIAL FUNCTIONS: N/A This list of functions is not intended to be exhaustive. The agency reserves the right to revise this job description as needed to comply with actual job requirements. QUALIFICATIONS: REQUIRED: Associates degree in Information Technologies or related field 4 years experience in information technology PREFERRED: Bachelor’s degree in Information Technologies or related field. SKILLS: REQUIRED: Must have strong customer services skills in person, and via telephone/email and think of the customer as the most important part of the job. Aptitude for training end-users Strong computer skills Strong interpersonal skills Excellent verbal and written skills Strong communications skills Ability to multi-task Ability to maintain confidentiality Ability to analyze, integrate and report data Demonstrate cultural and linguistic competence & sensitivity to population served Ability to Travel SPECIAL CONDITIONS: Thorough Background Screening upon hire including FBI, FDLE, Local Law check, Employment Reference check, DMV check, Criminal Records check, Social Security Trace & Drug Screening. FDLE check will be run at least every 5 years. On-call assignments- Yes Travel- local: 10% per week, long-distance: 5% per month Need to lift up and move up to 50 lbs. PHYSICAL & MENTAL REQUIREMENTS: (N=Needed P=Preferred) Analyzing (N), Bending-neck (N), Bending-waist (N), Calculations (N), Carrying/Lifting (N), Climbing (P), Crawling/Crouching (P), Finger Movements (N), Handling Objects (N), Kneeling (P), Pushing/Pulling (N), Reaching (N), Reading & Comprehending (N), Reasoning (N), Sitting (P), Squatting (P), Standing (P), Twisting-neck (P), Twisting-waist (P), Walking (P), Writing (N) POSITION STATUS: Exempt ­Supervision level: 1 = general direction, 2 = direction, 3 = general supervision, 4 = supervision, 5 = close supervision Supervised by: MIS Director (3) Family Partnerships of Central Florida is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. These employers also maintain Drug-Free Workplaces. Requests for Auxiliary Aids for Hearing Impaired or Limited English Proficiency Candidates may be made with a minimum of five (5) days notice to C. Hernandez at (321) 752-4650.