IT Support Specialist

Scope
• Provide first-level resolution for IT device and software issues.
• Set up desktop hardware for end users.
• Upgrade, maintain, and support office technology and systems.

Knute Nelson Values
Christian Heritage
We believe that our Christian heritage is an integral part of the care we provide.
Valuing People
We believe that our success depends on an engaged workforce that is able to carry out meaningful work, has a clear organizational direction and the opportunity to learn in order to achieve a high standard of performance.
Customer-Focused Excellence
We will seek to understand our customer’s desires, respond to their voice and deliver a valuable experience.
Community Engagement
We believe we are an integral part of the communities we serve and will invest time and resources to benefit the communities, which will benefit those we serve.
Stewardship
We believe we must be good stewards of our financial resources to ensure adequate funds are available to fulfill our mission.

Competencies
• Accountability and Trust - Relentless about accomplishing company priorities. Identifies what needs to be done and proactively takes prompt action to accomplish objectives and achieve goals. Has a strong sense of urgency about solving problems and striving for excellence in performance to company strategies and goals. Instills mutual trust and confidence; creates a culture that fosters high standards of ethics; behaves in a fair and ethical manner toward others and demonstrates a sense of corporate responsibility, confidentiality and commitment of service.
• Customer First Attitude - Makes the customer experience a primary focus of one’s actions; is accessible and provides prompt service. Develops and sustains mutually beneficial customer relationships. Quickly and effectively solves customer problems. Inspires, motivates, and guides others toward goal accomplishments. Consistently develops and sustains cooperative working relationships. Encourages and facilitates cooperation within the organization and with customer groups; fosters commitment, team spirit, pride, trust.

Education and Experience Required
• AAS Degree in Information Technology, or equivalent of 1-2 years of prior help desk experience preferred.
• Knowledge of Windows 10 operating systems.
• Knowledge of iOS and Android mobile operating systems.
• Excellent analytical, problem solving, and time management skills.
• Ability to work in a fast-paced environment with changing priorities and deadlines.
• Thorough documentation skills.
• Microsoft Server OS / Active Directory experience.
• Basic network troubleshooting.
• Must complete and pass a state required background study.
• Able to physically perform the duties required by the position
• Required to have the ability to read, write and speak English well enough to communicate with staff, residents, and visitors.

Key Responsibilities
• Review and troubleshoot all new incidents and requests and escalate when unable to resolve.
• Document all help desk interactions within ticketing system.
• Provide ongoing support for jobsite locations and remote users.
• Travel during business hours periodically to jobsite locations.
• Deploy, inventory, and maintain hardware and software.
• Setup, configure, and deploy hardware and software for new and current staff.
• Provide instruction and assist staff with the many different technologies being used in the environment.
• Perform software upgrades.
• Work with and resolve end user issues.
• Coordinate support and services with multiple IT vendors.
• Work with healthcare related systems.
• The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive.

Other Details
Exemption Status: Hourly Non-Exempt
Direct Reports: None
Leadership Received: IT Support Manager
Department: Information Technology
Division: Corporate, Support Services