IT Manager

Information Technology (IT) Support Manager

POSITION SUMMARY:

Under the direct supervision of the Director of Operations or designee, the IT Support Manager, is responsible for the support of all electronic information systems, including but not limited to computers, networks, desk phones, cell phones, and peripherals. The IT Systems Support Manager will maintain all electronic information systems and telecommunication technologies, as well as manage the fingerprinting department. Key duties of this position include; end user support, documentation, PC/Laptop, tablet and cell phone inventory tracking, maintenance and repair, upgrades, and configurations.

The IT Support Manager shall report to the Director of Operations or designee.

QUALIFICATIONS:

• Possess a minimum of a High School Diploma or equivalent.

• Any IT certification will be a plus, Microsoft certification A+, preferred

• Ability and desire to provide excellent customer service to internal and external customers.

• Experience in troubleshooting hardware and software related issues.

• Experience in replacing hardware, software, patches and updates on desktops, laptops, tablets and cell phones.

• Experience in installing software on desktops, laptops, tablets and cell phones.

• Experience troubleshooting basic network issues.

• Strong communication, interpersonal, and analytical skills.

• Ability to work independently with minimal supervision.

• Demonstrate the ability to communicate effectively in English, both orally and in writing.

• Demonstrate appropriate telephone etiquette with proper voice inflection.

• Demonstrate the ability to maintain confidentiality.

• Must be able to become a CJIS certified technician within 90 days of hire.

NOT BEEN DETERMINED TO BE:

• Convicted of a crime of violence in violation of Criminal Law Article 14-101, annotated code of MD.

• In violation of Health-General Article 7-1102, annotated code of MD.

• A person with a criminal history which would indicate behavior potentially harmful to people receiving services, documented either through a criminal history records check or a criminal background check.

THE INFORMATION TECHNOLOGY (IT) SUPPORT MANAGER MUST HAVE ON RECORD ALL REQUIRED EMPLOYMENT DOCUMENTS. ADDITIONALLY, HE/SHE MUST HAVE ALL OTHER ITEMS LISTED BELOW:

• Valid state issued photo identification.

• Criminal background clearance.

• Reliable transportation.

• I-9 documentation.

• Social Security card.

• W-4 Federal Income Tax forms.

• State Tax forms.

DUTIES:

• Installation, configuration, upgrade, and ongoing usability of desktop, laptop, tablets, cell phones, peripheral equipment, and software.

• Work with vendor support contacts to resolve technical problems with end user hardware and software.

• Ensure desktop, laptop, tablets and cell phones interconnect seamlessly with diverse systems, including associated validation systems, file servers, email servers, application servers, and administrative systems.

• Follow up on all tickets in the IT Help Desk and prepare a monthly report of ticket statistics.

• Provide ongoing support to all users of the electronic information and telecommunications systems.

• Responsible for supporting the integrity of all computer equipment and applications, cellular and telecommunications systems.

• Provide basic training/support in accessing the network and use of various software applications.

• Provide technical support, advice, and assistance to both internal clients as well as the public with technical difficulties.

• Must effectively communicate answers in a way that the general end user can understand.

• Network management.

• Database administration. Is proficient in the use of programs such as Microsoft Suite, Gmail, and Google Drive.

• Software development basics and software customizations to fit business needs.

• May run diagnostic programs to determine the cause of problems and help resolve them.

• Answering phone calls promptly and directing employees, clients, and client’s family members in accordance with Optimal Health Care policies and procedures.

• Coordinates with the Human Resource Manager and Program Directors of various departments in ensuring a seamless onboarding process for new staff.

• Maintains confidentiality of clients and employees at all times, while following HIPAA rules and regulations.

• Attend Administrative Staff meetings and record minutes as assigned.

• Additional job duties may include writing training manuals.

• Reviewing fingerprinting appointments.

• Completes and oversees fingerprinting schedules at all locations.

• Capturing fingerprints using the Live Scan machine in the office and in off-site locations.

• Submitting fingerprint data to CJIS for background check analyses.

• Tracking fingerprinting records for all fingerprinting offices.

• Compiling and sharing monthly reports on the fingerprint division.

• Communicating with the Criminal Justice Investigative Service (CJIS) to accurately capture and process fingerprints.

• Finalizing fingerprint contracts with outside companies.

• Work as a team player with co-workers and in conjunction with other departments.

• Performing other duties as assigned.

Report to: Director of Operations or designee