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Lead IT Support Specialist

Felician Sisters of North America Livonia, MI

  • Posted: over a month ago
  • Full-Time
  • Benefits: medical, vision, 401k, dental, life insurance,
Job Description

Lead Information Technology (IT) Support Specialist, Full-time, Amazing / Comprehensive Benefits, and Excellent Work Culture!

General Summary:

The Lead Information Technology (IT) Support Specialist position is responsible for effective procurement, configuration, testing, installation, operation, maintenance and support of existing hardware and software and related infrastructure. This position also participates in planning, evaluating, researching and executing projects related to new hardware, software and related infrastructure in conjunction with the IT Manager, outside vendors, etc. according to predetermined budgets and timelines to enable continuing innovation within the Province’s technical infrastructure. The Lead IT Support Specialist also ensures that all hardware, operating systems, software and related policies and procedures adhere to organizational values, enabling Sisters, staff and volunteers to function within their roles.

Education and Experience:

  • Bachelor’s degree in engineering, computer science or related field required; equivalent experience considered.
  • Minimum of five (5) years IT Support experience required.
  • Experience working with and troubleshooting the following preferred:
    • Windows Servers and Cloud-based storage
    • Windows Remote Desktop Services
    • Microsoft Exchange, Outlook Web Access, Microsoft Active Directory and Domain Controllers, Microsoft Office
    • VMWare vSphere
    • Networking, routers, switches, firewalls, Wireless Access Points (WAPs), cat5e/6 Ethernet cabling requirements
    • Dell computers
    • Windows and iOS tablets
    • Android and iOS cell phones
    • Avaya and/or Allworx phone systems
    • Security and camera systems

    Essential Duties and Responsibilities:

    • Supervise IT Aides & IT Liaisons at various locations providing training, direction, support, and leadership and to ensure cohesive IT support across the Province and enforce standards, policies and procedures. Leads bi-monthly Service Desk meetings via remote conferencing. (previous supervisory experience preferred but not required.)
    • Train Sisters and lay staff on technology including Zoom, Microsoft Office, laptops, desktops, tablets, cellular devices, and hardware/software platforms.
    • Advise IT Manager and other IT Support Specialists on matters involving IT and support services when counsel and expertise is required.
    • Monitor IT helpdesk for tickets assigned and process first-in, first-out based on priority.
    • Provide first and second level support requests. Investigate and troubleshoot issues and communicate with users.
    • Procure, configure, test and deploy new computers, flip and smartphones, services, storage devices, printers and other peripherals in accordance with standards and operational requirements.
    • Setup and maintain user access, email accounts, groups and security policies.
    • Repair and recover from hardware or software failures. Coordinate and communicate with effected end users.
    • Creates written documentation when needed for help desk policy and procedure, and hardware and software installation processes.
    • Participate in development and maintenance of policies and procedures. Contribute to and maintain standards.
    • Manage assigned special technical and infrastructure projects potentially assisting in all phases from initiating, planning, executing, monitoring and controlling to closure.
    • Collaborate with IT Manager to help complete project charter and project plan including collecting requirements, determining scope, defining goals and deliverables, creating work breakdown structure and estimating activities.
    • Maintain assigned project schedules, budgets and timelines; coordinate work with outside vendors; keep stakeholders informed of project status; and maintain project documentation.
    • Assist with network design, configuration, implementation and support including networking, routing, and switching and firewalls, including LAN and WAN policies.
    • Work with Cloud network server and storage providers to maintain integrity of our systems.
    • Perform regular server and security monitoring to verify the integrity and availability of all resources, systems and key processes in order to identify possible network performance problems and security risks either independently or with outside vendor.
    • Perform regular server management including review of Windows event logs, installing of patches, implementation of upgrades to operating system, regular cleanup of files and folders, and antivirus protection either independently or with outside vendor.
    • Perform periodic performance reporting for CPU utilization, memory utilization, space utilization and support capacity planning either independently or with outside vendor.
    • Perform weekly backup operations and verify completion of scheduled backup jobs. This will include applications such as Blackbaud Raisers and Financial Edge, Office 365 cloud backup solutions, firewalls, switches, and various hardware appliances. Must ensure recovery files are created and placed in the proper cloud storage devices.
    • Apply operating system patches and upgrades on a regular basis; upgrade administrative tools and utilities.
    • Assist the IT Manager in training new IT staff members.
    • Attend and participate in meetings, committees, seminars, conferences and in-service programs as directed.
    • Perform other duties as assigned.
    • Commit to the Felician Sisters of North America’s employee mission statement that promotes the dignity of each resident by caring for the needs of the whole person and by providing a safe, functional and attractive home environment.
    • Uphold the Felician Sisters of North America’s Core Values of Respect for Human Dignity, Compassion, Transformation, Solidarity with the Poor, and Justice and Peace in all interactions with all Sisters, residents, visitors and employees. Exhibit behaviors that align with adherence to the Core Values.

    Benefits for full-time employees:

    • Health Insurance-Affordable employee contributions and low deductible
    • Dental Insurance
    • Vision Insurance
    • Retirement Plan
    • Paid Time Off (PTO) including Holidays
    • PTO Payout
    • Life and AD & D Insurance
    • Short-term Disability
    • Long-term Disability
    • Voluntary Life Insurance
    • Voluntary A, D & D Insurance
    • Voluntary Critical Illness and Accident Insurance
    • Voluntary Spouse/Dependent Insurance
    • Free Parking
    • Pay Increases
    • Competitive Pay
    • Sprint Discount
    • Verizon Discount
    • Dell Computer Discount
    • Well Aware Wellness Program
    • Employee Assistance Program (EAP)
    • Emergency Assistance Fund
    • FSNA Care Connection - Deep Discounts on diapers and personal care products
    • PayActiv - Access to earned but unpaid wages before payday
    • Mentor program - Paid mentor orientation and wage increase while serving as a mentor.
    • Clothing Benefit Program for Health Services or Facilities Management employees
    • Ticketsatwork.com - Discounted travel and entertainment benefit
    • Access Perks - Discounted travel and local retailers
    • Perfect Presence Attendance Raffle (Quarterly)
    • Employee Referral Bonus
    • Commuter Benefits
    • Pet Insurance
    Company Description
    As dedicated employees and caregivers of the Felician Sisters and their residents, we promote the dignity of each person, by caring for the needs of the whole person, and by providing a safe, functional and attractive home environment. Our employees care for the sisters in their convent homes. This includes health services staff who provide direct care, employees who maintain the convent buildings and grounds and various departments that support the work of the Felician Sisters (e.g. IT, Marketing, Communications, Development, HR, Accounting,)

    Felician Sisters of North America

    Why Work Here?
    Great atmosphere, caring environment, great work culture, comprehensive benefits package!

    As dedicated employees and caregivers of the Felician Sisters and their residents, we promote the dignity of each person, by caring for the needs of the whole person, and by providing a safe, functional and attractive home environment. Our employees care for the sisters in their convent homes. This includes health services staff who provide direct care, employees who maintain the convent buildings and grounds and various departments that support the work of the Felician Sisters (e.g. IT, Marketing, Communications, Development, HR, Accounting,)

    Address

    Livonia, MI
    USA

    Industry

    Technology

    Website

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