Evergreen Life Services

IT Support Specialist


Corporate Office (Haughton, Louisiana)


Full Time

Evergreen is an equal opportunity employer.  We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital status, or any other legally protected status

Position Description: IT Support Specialist
FSLA Classification: Non-Exempt
Reports To: Chief Information Officer
Created: August 16, 2021
Job Summary

This position will provide primary onsite technical assistance service to the main office location and remote support to other locations along with the other members of the IT Team. They will answer questions or resolve computer problems for end users. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Essential Job Functions
  • Provide courteous, kind, and respectful customer support to all end users
  • Respond to requests for technical assistance by phone, email, and/or using a help desk management system. 
  • Performing remote troubleshooting by using diagnostic techniques and asking pertinent questions.
  • Track issue requests and follow up for resolutions.
  • Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
  • Update and maintain all organization personal computer hardware/software.
  • Act as a liaison between customers and technical escalation teams.
  • Diagnose and resolve technical hardware and software issues
  • Administer help desk software
  • Track and route problems and requests and document resolutions
  • Providing direction to users so that they can get help on the items and services that the company does not support (for instance, gaming consoles in community homes).
  • Providing accurate information on the IT products and services the agency uses and supports.
  • Stay current with system information, changes, updates, and current news
  • Provide onsite support when the phone or remote control does not resolve issues.
  • Work closely with all IT department staff to ensure unity, efficiency, and competency.
Qualifications/Experience/Job Knowledge

·         Associates Degree or Higher
·         At least one (1) year experience as an IT Support Specialist, IT Helpdesk Technician, or other customer-facing IT support role in a technology department or managed service provider.
·         Working knowledge of remote control and management software, (previous Comodo/Itarian experience is a plus).
·         Excellent understanding of computer systems, mobile devices, printers, and other technology products.
·         Ability to diagnose and resolve IT issues.
·         Relevant technical certifications from Microsoft, CompTIA, etc.
·         Excellent communication skills.
Physical Requirements

  • Constantly moves about to coordinate work
  • Regularly works in fast pace environment with multiple task deadlines
  • Regularly moves and positions objects weighing up to 50 pounds 
  • Occasionally exposed to viruses and infectious conditions
  • Constantly alert and observant during working hours
Reasonable accommodations may be made to enable individuals with disabilities or a medical condition to perform essential functions.

Special Requirements

·         May be required to attend seminars or job-related training courses.
·         Must have understanding, patience, and tact in dealing with individuals with intellectual and developmental disabilities.
·         Must have the ability to maintain good working relationships with Evergreen staff and with contacts from other agencies or entities.
·         Must be able to prioritize work tasks.

Supervisory Responsibilities

·         This position will not have direct reports.

Employment Variables 
Must have a good driving record that meets the minimum requirements for Evergreen and reliable transportation. Must pass a drug screen and criminal background check. Must be able to work some evenings when required. 
Working Environment

General office environment. 

Company Website: evergreenls.org

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