Help Desk Support Specialist
Ann Arbor Administrative Office
IT /
Full Time /
On-site
POSITION TITLE: Help Desk Support Specialist
LOCATION: Ann Arbor, MI
STATUS: Full Time, Exempt
REPORTS TO: Senior Director of Information Technology
PAY RATE STARTING AT: $40,000 per year
Planned Parenthood of Michigan has implemented a mandatory vaccination policy requiring COVID-19 vaccinations including boosters when eligible for all employees.
Position Description
Responsible for providing technical assistance and support related to computer systems, hardware and software. Responds to phone calls, help desk tickets, queries, runs diagnostic programs, isolates problems, and determines and implements solution. Under supervision, uses advanced skills gained through training and experience to install, support, and maintain servers or other computer systems/peripherals. Plans for and responds to service outages and other problems. Follows established procedures to perform routine tasks and receives general guidance and direction to perform other work with substantial variety and complexity. Originality and ingenuity are required to locate, select and apply appropriate procedures, processes and techniques to assignments that are broad in nature. Resolves most questions and problems and refers new or unusual issues to a higher level. This staff person will fully embody a commitment to race equity; evidenced in all interactions with PPMI colleagues and external stakeholders.
Essential Functions
· Prioritize internal customer support and satisfaction
· Pass on feedback or suggestions to appropriate internal team members
· Answer Help Desk support calls and tickets, rotating after hours On-Call support.
· Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
· Respond to queries remotely or in person.
· Participate in enforcement of HIPAA policies and “good business practice” security policies.
· Document daily tasks, create documentation related to incoming queries and issues
· Train computer users.
· Maintain daily performance of computer systems.
· Ask questions to determine the nature of the problem.
· Walk users through problem-solving process.
· Install, modify, and repair computer hardware and software. Clean up computers.
· Install operating system and complete domain connection on hardware.
· Run diagnostic programs to resolve problems.
· Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
· Install computer peripherals for users.
· Follow up with users to ensure issue has been resolved.
· Perform installation, customization and ongoing support for desktop workstation hardware and software
· Perform installation, customization and ongoing support for phone system
· Perform installation, customization and ongoing support for servers and other networked devices, both wired and wireless
· Manage service requests and review service contracts as needed
· Create, delete and modify user accounts and security groups according to agency standards
· Provide documentation for agency staff on how to use installed hardware and software
· Participate with other IT staff in answering helpdesk phone calls, emails, IMs and walk-ins.
· Maintain department documentation including documentation of tasks performed.
· Where required/applicable assist in the management of projects when upgrades or enhancement are needed.
· Maintains currency in IT hardware and software maintenance techniques and server and network system administration.
· Travel to remote sites as needed to provide support.
· May be required to participate in IT support outside of normal business hours as needed
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties and skills. Other duties may be added, and this job description can be amended at any time.
Qualifications and Experience
Required
· Minimum Degree Required:
o High School Diploma
o Preferred: Associates Degree in Computer Science or related field
· At least 2 years’ experience working in a networked environment.
· Any equivalent combination of experience, education, and/or training approved by Human Resources.
· Demonstrated ability to achieve objectives in collaboration with other functional areas
· Demonstrated commitment to Planned Parenthood’s mission, vision and values
Knowledge of the following is a bonus:
· Microsoft Active Directory 2003,2008 and 2012, 2016, Microsoft Azure AD, 365 Platform, Intune, MFA and SSO technologies (Okta, Duo)
· Workstation hardware and software installation, customization, and support.
· Working concepts, practices and procedures used in server and networked device installation, customization and maintenance and of server operational and security best practices.
· Layer 2 & Layer 3 networking, and of VLAN topologies
· Microsoft Exchange Server, Network operations and TCPIP, CPE, Firewalls, Phone System
Key Requirements for our Organization
· Commitment to advancing race(+) equity in one's work: interest in expanding knowledge about the role that racial inequity plays in our society.
· Awareness of multiple group identities and their dynamics; bring a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions.
· Strong sense of accountability to diversity, equity and inclusion principles and practices.
· Understand of the impact of identity dynamics on organizationalculture.
· Commitment to Planned Parenthood's In This Together service ethos, workplace values, and service standards.
