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IT Support Technician

IT_Support_Technician-01-01

The IT Support Technician supports the technical infrastructure of our offices and home locations. This position requires you to work closely with a managed services provider (MSP) on projects and day-to-day support, as well as individually troubleshooting issues on an as-needed basis. You will also maintain the server and network infrastructure of the offices, and the home networks of our houses, including phone and fax systems.

Employment Information:

Rate of Pay:
Depending on Experience

Employment Type:
Full-time

Location:
Main Office (2437 Rice St, Roseville, MN)
Occasional off-site work at other offices or homes in the Suburban Twin Cities
Ability to work from home when needed

Benefits Information:

Full-time employees are eligible for the following benefits:

  • Medical (NICE Healthcare included at no cost*)
  • Dental
  • Vision
  • Long-term disability and life insurance benefits
  • Voluntary short-term disability and supplemental life insurance
  • Paid time off (PTO)

ESSENTIAL FUNCTIONS INCLUDE:

  • Troubleshoot hardware and software related issues on desktops, laptops, cell phones and office/home networks
  • Perform basic computer hardware repairs, including HDD/SSD swaps, adding RAM, replacing laptop screens/keyboards, etc.
  • Install, maintain and support company cell phones and phone and fax systems in office/homes locations
  • Analyze options for new or upgraded hardware and software, including laptops/desktops, servers, networking equipment, cell phones/ office phones, and security solutions (cameras/monitoring) with the help of a managed services provider. Make recommendations based on company needs; purchase, setup and install systems as needed or directed
  • Provide IT support for office staff and home managers via phone, email and in-person. Be on-call via cell-phone or in person when requested or should an emergency arise
  • Serve as a point of contact between ACR and a managed services provider. This includes coordinating projects, working on high level issues like server outages, and standard security maintenance
  • Keep up to date with the latest industry trends, including hardware/software developments, security trends, HIPAA legislation, etc.

 

REQUIREMENTS INCLUDE:

  • You must have troubleshooting skills on software and hardware related problems
  • You must be at least 18 years old
  • You must have a valid U.S. driver’s license, reliable transportation and a good driving record
  • You must be able to lift up to 20 pounds and perform occasional awkward and heavy lifting of up to 75 pounds. You must also be able to climb ladders, work under desks and work in awkward, constricted places
  • You must be able to work independently and you must have interpersonal skills including empathy, responsibility, self-control, good judgment, and overall adjustment
  • You must be able to see, hear, speak, interact, and write in English sufficiently to perform the essential functions of the position

This is intended as a summary; additional functions and requirements are stated in the full job description below

ACR Homes is an EEO/AA Employer

IT Support Technician Description and Requirements

REPORTS TO: Maintenance Manager

PURPOSE OF THE POSITION

Support the technical infrastructure of our offices and home locations. This position requires you to work closely with a managed services provider (MSP) on projects and day-to-day support, as well as individually troubleshooting issues on an as-needed basis. You will also maintain the server and network infrastructure of the offices, and the home networks of our houses, including phone and fax systems.

ESSENTIAL FUNCTIONS

Th following functions have been determined by the company to be essential to the successful performance of this position.

  1. Troubleshoot hardware and software related issues on desktops, laptops, cell phones and office/home networks
  2. Perform basic computer hardware repairs, including HDD/SSD swaps, adding RAM, replacing screens/keyboards, etc.
  3. Install, maintain and support company cell phones and phone and fax systems in office/homes locations
  4. Analyze options for new or upgraded hardware and software, including laptops/desktops, servers, networking equipment, cell phones/office phones, and security solutions (cameras/monitoring) with the help of a managed services provider. Make recommendations based on company needs; purchase, set up and install systems as needed or directed.
  5. Provide IT support for office staff and home managers via phone, email and in-person. Be on-call via cell-phone or in person when requested or should an emergency arise.
  6. Serve as the point of contact between ACR and a managed services provider. This includes coordinating projects, working on high level issues like server outages, and standard security maintenance.
  7. Present a positive attitude and maintain confidentiality and professionalism regarding all Company information regarding resident, staff and company issues. This also means refraining from inappropriate comments and gossip.
  8. Maintain a professional appearance while on duty in order to maximize your effectiveness as a representative of ACR.  This includes the use of professional language and postures, refraining from chewing gum, and wearing clean and neat clothing, hairstyles and jewelry in keeping with the professional dress policy.
  9. Complete any required training. Keep up to date with the latest industry trends, including hardware/software developments, security trends, HIPAA legislation, etc. Attend office staff meetings and other meetings as requested. Participate in performance appraisals of your work.
  10. Adhere to all company policies as stated in the current ACR Employee Handbook and in other notices of policy.
  11. You must seek the advice of your supervisor when you have questions concerning the performance of the functions of your job.  As concerns or a need for clarification arise beyond the scope of your training and background, whether they are your own concerns or those of coworkers or vendors, bring them promptly and directly to your supervisor. You must follow directions and assignments given by a superior concerning performance of functions of this position.
  12. You must work with coworkers as a team player.  You must communicate with coworkers both verbally and in writing. You must recognize and respond appropriately to nonverbal and situational cues from coworkers, such as when there is a need for assistance during meetings or in situations with tight deadlines.
  13. Accept Other Duties as Assigned by a Superior.
  14. Report any illegal activity that you observe or are somehow otherwise aware of to a superior.

NON-ESSENTIAL FUNCTIONS

The following are job functions that are customarily performed by the person responsible for this position, but they are not considered essential.

  1. Perform routine and emergency basic hardware maintenance and repair as requested or needed.
  2. Maintain the office server infrastructure with the help of a managed services provider. The server environment includes servers with Microsoft Windows Server 2012 R2, including services like Active Directory, DHCP/DNS, Windows Deployment Server, and Group Policy, and a connection to Azure Active Directory
  3. Support systems using Apple MacOS and iOS.
  4. Knowledge or interest of Microsoft SharePoint Online
  5. Knowledge or interest of website development and/or WordPress
  6. Demonstrate creativity in problem resolution and in proposing new ideas for IT solutions

MINIMUM REQUIREMENTS AND QUALIFICATIONS

  1. You must possess the following character traits:
    1. Independence: You must be self-sufficient and resourceful enough to carry out the functions of the position.  The position requires you to be adept and decision-making, problem-solving, and taking initiative with minimal direction from supervisors.  You must be able to identify problems, seek and implement solutions, and prioritize work with minimal direction from supervisors.
    2. Positive Tone and Morale: You must be able to contribute a positive tone and morale to the workplace in order to perform the functions of the position.  You must have a positive and professional attitude toward the residents, toward your co-workers, toward your work, and toward the Company. You must be able to work with co-workers as a team player, and you must be willing to help out when problems and emergencies arise.
    3. Empathy: You must be able to understand the IT needs and capacity of those you are supporting.
    4. Responsibility: You must be responsible in carrying out the functions of the position.  You must be reliable in quality of work, task completion, and follow-up.  You must be responsible for obtaining the training necessary to improve your skills and to work with new business systems and requirements.
    5. Socialization: You must be able to comfortably accept and conform to the rules and regulations of the Company and the position.  The position requires that you adhere to company policies, safety and conduct rules, and other procedures and regulations.  You must be able to cooperate, work, and communicate with co-workers, supervisors, and program staff.
    6. Self-Control: Employees must be able to exercise and model self-control and self-discipline in their interactions with both co-workers and residents sufficient to perform the functions of the job.
    7. Judgment: You must possess judgment and decision-making skills sufficient to perform the functions of the job.
    8. Stress Tolerance: You must be able to function effectively under stressful conditions.  This position is often stressful due to sudden requests for information and changing priorities of tasks.  You must be able to maintain self-composure and work effectively and professionally under these conditions.
  2. You must possess the following physical and mental abilities:
    1. Seeing: sufficient vision to perform the functions of the job.  Normal or corrected-to-normal vision is sufficient.
    2. Hearing: sufficient hearing to perform the functions of the job.  Normal or corrected-to-normal hearing is sufficient.
    3. Speaking: sufficient verbal skills to communicate effectively at an understandable level with a wide range of individuals and agencies, both in person and on the telephone.
    4. Writing: sufficient writing skills to perform the functions of the job, including an understanding of the technical jargon associated with the accounting and computer fields.
    5. Math Skills: sufficient math skills to perform the functions of the job.
  3. You must have knowledge of standard operating systems and software, including Microsoft Windows 8 and 10, Microsoft Office 2013 and 2016, and Google Android
  4. You must have troubleshooting skills on software and hardware related problems
  5. You must have a valid driver's license. You must have no record of DUI/DWI and no more than 2 moving violations and no more than one accident due to a violation in the last 36 months.
  6. You must reliable transportation and be able to drive between worksites and perform job-related errands in your personal vehicle and your vehicle must have at least the minimum automobile insurance required by State law.
  7. You must be able to lift up to 20 pounds and perform occasional awkward and heavy lifting of up to 75 pounds. You must also be able to climb ladders, work under desks and work in awkward, constricted places.
  8. You must be able to limit non-work related telephone use and cell phone use (including texting) and internet use.
  9. You must have the ability to learn Company structure, and job-related terminology as needed to perform the essential functions of the position.
  10. You must have the ability to organize, prioritize and complete multiple functions.

PLACES WHERE WORK IS PERFORMED

The principle location of this position is at the corporate main office; however, some work may be performed at other Company offices , program sites or other locations, as well as remote work from home, including occasional after hour server updates.

PREPARATION OF JOB DESCRIPTION:  This job description was prepared from information provided by persons performing and overseeing the position including Doug Wojack and Josh Palmer, with input from Kristin Pitchford, Director of HR Policy and Compliance, and is updated from time to time.

Revised 8/20/18