Technical Support Specialist

Description

Responsible for the installation, maintenance, and support of Lifeworks personal computers and mobile devices and the management of information technology service desk requests. 

Position Title: Technical Support Specialist

Department: Information Technology

Hours: Full-time 40 hours/week, Monday – Friday (Exempt)

Location: Lifeworks Services – [Richfield] / hybrid

Compensation: $45k-$50k

Bonus eligible: Yes

What we offer employees

Lifeworks offers a comprehensive benefits package which includes:

• 18 days of PTO accrued in the first year of employment
• 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial   Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after   Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday)
• Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage
• Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage
• Up to $3,000 annually in tuition reimbursement
• 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions
• Employee Assistance Program (EAP)

Why Work at Lifeworks

Lifeworks   is an industry leader on the forward edge of partnering with people   with disabilities in innovative, person-centered ways. Disability   inclusion is our true north, guiding every service we provide and   ensuring that people with disabilities have opportunities, can thrive,   and defy expectations. The Lifeworks Team is collaborative, passionate,   and strategic, using a person-centered approach to increase access in   our communities.

You’ll succeed in this role if you: 

• Are capable of performing the essential functions of the job, with or without reasonable accommodations.
• Understand and communicate written and verbal directions.
• Have regular attendance, reliability and punctuality is necessary to meet the needs of the business.
• Are well organized with excellent attention to detail.
• Work independently with excellent time management skills.
• Work effectively with others to reach common goals and objectives.
• Are skilled at establishing and cultivating strong relationships. 
• Take initiative and strengthen relationships with current and new community. 
• Have a working knowledge of computer networks, Windows and Apple operating systems, Microsoft Office 365, Apple personal computer hardware, printers, phones, and Apple mobile devices. 
• Disseminate technical information to non-technical staff.
• Have MacOS, iOS, Windows, Active Directory, Dynamics 365 Customer Service, Freshservice, Workspace ONE (AirWatch), Citrix Virtual Apps and Desktops, FSLogix, Cisco VPN - preferred.
• Must pass a background study with the Department of Human Services, a drug test, Have reliable transportation to use for work driving purposes (e.g., in-office, on-site training locations, etc.).

How you’ll be spending your time: 

• Supporting, maintaining, and updating all personal computer and mobile technology for staff and clients, including desktop computers, laptop computers, tablets, local applications, smartphones, mobile phones, assistive technology devices, projectors, printers, scanners, and all other peripheral devices.
• Creating, documenting, and maintaining standards, processes, procedures, training materials, and specifications for personal computers, peripherals, and mobile technology.
• Responding to service desk system cases effective manner to ensure courteous, timely, and effective resolution of staff and client technology issues.
• Following service desk incident and change processes, escalate service desk tickets as appropriate, and ensure compliance with internal service level agreements.
• Working with technology vendors to support personal computers, mobile devices, related systems, staff members, and clients.
• Assisting with application, infrastructure, and security support and maintenance as needed.
• Following safety procedures and assist in identifying safety needs for self and others. Perform other duties as assigned.

Requirements

• A two-year degree in a computer related field or a minimum of two years of related experience, or a combination of education and experience equal to two years.
• Technical support and/or customer support experience.
• Fluent in English, verbal and written.

Equity Statement:

Lifeworks strives to be  radically accessible, diverse, equitable, and i