Page 1 POSITION ANNOUNCEMENT POSITION TITLE: STATUS: LOCATION: POSITION RESPONSIBILITIES: Desktop Specialist Full-Time, Hourly Admin - Akron, Ohio Responsible for overseeing the installation of PC workstations and software. Responsible for functioning as the IT Help Desk employee. Also responsible for scheduling and dispatching IT employees for service calls/work orders. Essential functions of this job include, but are not limited to: Effectively installs and configures PC workstations and other Agency systems. Effectively prepares installation and configuration documentation for PC workstations and other Agency systems. Submits accurate deployment sheets to IT Operations and Services Supervisor for all new and/or moved servers, workstations, printers, telephones, network equipment, and other applicable devices in a timely manner. Maintains accurate inventory records of all workstations including, but not limited to: software and licensing. Submits renewals to IT Operations and Services Supervisor in a timely manner. Completes assigned call tickets in a timely manner. Generates call tickets for on-site ad hoc duties completed in facilities so that productivity can be tracked accurately. Effectively monitors and maintains assigned work order/service calls. Schedules and communicates any changes in scheduling to all employees and other individuals involved. Accurately maintains call progress and resolution notes in a document log or data system for assigned work orders/service calls. Effectively communicates status of call tickets to the IT Operations and Services Supervisor. Obtains accurate quotes for software from both vendors and the internet. Forwards completed purchase requests and quotes to the IT Operations and Services Supervisor for processing. Effectively installs and configures software upgrades for user workstations.
Page 2 Writes and updates guidelines for workstation set up and installation. Maintains accurate install documentation for all Agency software. Reviews documentation annually and makes necessary updates. Develops, tests, and maintains accurate deployment strategies to streamline software and hardware deployment. Effectively coordinates with other IT employees regarding issues that affect the system as a whole. Effectively coordinates with Network Administrator/DBA/Security Specialist on adding new workstations to the network. Removes viruses from workstations in accordance with procedures established by the Network Administrator/DBA/Security Specialist. Performs selected network and e-mail tasks as assigned by the IT Operations and Services Supervisor. Effectively and courteously answers IT Department Help Desk telephone calls. Assists users by answering questions and resolving user issues to the level of his/her expertise. Obtains pertinent information and submits a work order/service call for issues that are more complex/complicated in nature. Collects pertinent information from users for issues beyond his/her level of expertise. Determines which IT employee to assign to the work order/service call based on troubleshooting knowledge (e.g., hardware, software, configuration, database, and network account). Communicates work order/service call in an effective and timely manner. Manages and monitors MIS Dispatcher mailbox. Responds to e-mail requests for IT services in a timely and accurate manner. Creates work order/service call when necessary. Effectively communicates with vendors regarding hardware/software products and issues. Effectively functions as a team member with other IT employees and/or interns. Supports Agency systems including, but not limited to: Attendance Enterprise, Maximizer, cloud based services, and learning labs. Maintains and supports Agency education labs by coordinating installation, upgrades, and technical support. Accurately updates the Agency s internal and external websites. Coordinates updates with outside vendor when applicable.
Page 3 Communicates changes from the Human Resource Department s routing slip to the Network Administrator/DBA/Security Specialist and the Communications Specialist. Supports and maintains Agency-owned mobile devices. Processes requests for portable storage devices. Approves and revokes devices in Sophos in accordance with policy and procedures. Fills in for other IT employees in their absence to maintain the Agency system. Trains and assists IT interns on job duties and IT support functions. COMMUNICATION AND INTERPERSONAL SKILLS Facilitates and maintains productive communication while maintaining a professional, prosocial relationship with clients and employees. Maintains appropriate boundaries with clients and employees as outlined in Agency Code of Ethics and other policies. Expresses empathy regarding client situations as appropriate. Recognizes antisocial thinking and behaviors. Addresses them immediately, positively, and in a non-threatening manner. Acknowledges clients prosocial behaviors and generates a reward report if warranted. De-escalates potentially volatile situations between clients when necessary utilizing cognitive-based intervention strategies. Effectively communicates pertinent information at shift change to co-workers and/or program management staff (e.g., client hospitalizations, suicide watches, federal incident reports, AWOL /escaped clients, unknown whereabouts). Maintains telephone coverage during hours on duty. Answers calls courteously and professionally, directs calls appropriately, and takes accurate messages as necessary. Interacts professionally with employees, visitors, guests, law enforcement, court, and safety personnel. MODELING SKILLS Speaks positively about the program, Agency, and employees. Speaks positively about programming, law enforcement, courts, and the law in general. Displays prosocial thinking and prosocial behavior.
Page 4 Demonstrates respect toward employees and clients. KNOWLEDGE Assists clients in role playing difficult situations to achieve a more positive result. Assists clients in efforts to problem solve. Demonstrates an understanding of the principles of cognitive-behavioral therapy. Demonstrates an understanding of the principles of social learning. OTHER Ensures clients rights are upheld. Maintains client and staff confidentiality according to Agency policies and procedures; state law; and federal regulations to include Confidentiality on Alcohol and Drug Abuse Patients Records, 42 C.F.R. Part 2 and the Health Insurance Portability and Accountability Act of 1996 ("HIPAA"), 45 C.F.R. Parts 160 and 164. Obtains required training hours on an annual basis. Attends staff meetings and required training sessions. This job description in no way states or implies that these are the only duties to be performed by this employee. He/she will be required to follow any other instructions and to perform any other duties requested by his/her supervisor. Regular work schedule of 40 hours per week. STRENGTH RATING/ PHYSICAL DEMANDS: WORK ENVIRONMENT: While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision, depth perception, and ability to adjust focus. While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions and outside weather conditions. The noise level in the work environment is usually moderate.
Page 5 QUALIFICATIONS: High School diploma or equivalent required. Bachelor s degree in related field preferred and/or commensurate level of experience. Must have demonstrated experience in PC hardware and software maintenance. Must have strong interpersonal skills combined with sufficient troubleshooting skills to determine the most likely causes of problems (e.g., hardware, software, configuration, database, and network account). Reliable transportation, a valid Ohio Driver s license, and a driving record that does not preclude the employee from being covered by Agency liability insurance. Must have the ability to effectively work with Agency employees and outside contacts. STARTING RATE: $16.83 CONTACT: Julie Fergusson, Recruitment Administrator Employees of Oriana, House, Inc., should email a letter of interest to JulieKFergusson@orianahouse.org. Please refer to the Operations Manual (Recruitment Procedures and Position Announcements, 3003) regarding the complete requirements for letters of interest. Please be aware, if the employee does not meet the requirements, a supervisor may choose not to interview him/her. Outside Applicants can: 1. E-mail a resume to JulieKFergusson@orianahouse.org OR 2. Fax a resume to: (330) 996-2233, attention Human Resources Department; OR 3. Complete a job application at 885 East Buchtel Avenue, Akron, OH 44305 (Monday through Friday, 8:00 AM to 4:30 PM) DEADLINE: Sunday, June 21, 2015, 5:00 PM Oriana House Inc., is an Equal Employment Opportunity Employer and a Drug-free Workplace