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.

Evergreen Life Services

I want more than just a job.
I want to make a difference in people’s lives.
I want to make a difference in my community.

We want to make a difference too. Working at Evergreen Life Services isn’t just a job; it’s a rewarding career. Sometimes that reward is a smile or a song from a resident, sometimes it’s the reward of knowing you helped a resident to learn daily life skills, like setting a table or preparing a meal. It could be watching a resident make beautiful artwork in one of our studios. Every day you will have opportunities to help those with intellectual or physical disabilities feel that they are a part of a community that cares.

Whether you provide direct care in our adult day care or in a group home, or you serve in a support or corporate office role, you will be an important part of the Evergreen team.

We have nearly 2000 employees and more than 1100 individuals served in seven states, including Louisiana, Texas, Arkansas, Oklahoma, Kentucky, Tennessee, and Florida.

If you are looking for a place where you can make a difference, at Evergreen Life Services you will change lives. Every employee is a valuable part of the team, because at Evergreen, everyone matters.

Evergreen, in it's mission is to serve, provide for and champion individuals with intellectual and developmental disabilities, is looking for qualified, caring individuals to work with us.