IT SPECIALIST - TIER 3Council on Aging of Southwestern Ohio (COA) is a nonprofit organization dedicated to enhancing quality of life for older adults, people with disabilities, their families and caregivers. We promote choice, independence, dignity and well-being through a range of services that help people remain in their homes for as long as possible. COA has more than 300 employees, close to 300 contracted providers, and an annual budget of $128.4 million.
Position Description: Acts as an advanced level of support when dealing with more complex technical issues that go beyond the knowledge of our Tier 2 support.
Essential Job Functions and Responsibilities: - Provide end user technical support for all COA staff through in-person, phone, e-mail, and other electronic means.
- Troubleshoot problems, diagnose issues, arrive at potential solutions, implement, and assist Tier 1 and Tier 2 Specialists with more complex situations in a timely manner.
- Complete thorough documentation of all issues and their corresponding resolutions using systems as required.
- Implement, manage and maintain Access Control, accounts, Active Directory/Entra ID, Office 365, DUO, other accounts and licenses for end users
- Image, repair, and maintain hardware and software for all company owned equipment including laptops, cell phones, MFDs, and other devices as assigned.
- Responsible for the budgetary management, purchasing, refresh cycles and sunsetting of TIS Inventory.
Qualifications/Technical Requirements: - Associate's Degree in an IT related field or equivalent experience.
- Excellent customer service skills while working directly with end users.
- Intermediate to Advanced knowledge of:
- Laptops, Dell, MS Windows OS 10 & 11
- Samsung Cell Phones and Android OS.
- Security
- Office 365 Application support
- Networking
- Cloud Computing
- Demonstrated competency in logical and analytical thinking.
- Demonstrated ability to lead and manage projects, work and contribute to a team environment.
- Experience in Salesforce, Vonage or other VoIP solutions, BI, analytics or Teams Apps a plus.
- Experience in healthcare preferred.
Council on Aging is proud to be an equal opportunity employer. Council on Aging considers qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.