Senior Desktop Support Specialist

Revision Date: 1/15/2025

About Making Opportunity Count

MOC’s mission is to empower families to achieve economic security by eliminating barriers and creating opportunities. To alleviate poverty, we deliver a variety of services including childcare, education, workforce development, nutrition, health, and community and housing support.

Position Overview:

The Senior Desktop Support Specialist is responsible for the daily management of the IT Helpdesk, resolving system and network issues, and working on enterprise projects as assigned. This is a forward-facing position with direct contact with staff and vendors.

Essential Duties and Responsibilities:

• Manage MOC helpdesk system. Dispatch tickets to various IT staff contingent on the level of identified issue; ensure resolution and proper documentation for all tickets. The position will respond to level 2 and level 3 support requests.
• Manage user accounts in a Windows active directory hybrid environment. Establish new users with appropriate permissions and SSO applications. Remove users as necessary.
• Work with user departments to maintain file structure and data within a 365 Sharepoint/OneDrive environment
• Work with Vendors to resolve system and network issues
• Install and troubleshoot computer software, including Microsoft Operating Systems, MS Office, Citrix, VPN, and Adobe, etc. Perform updates as necessary.
• Install and troubleshoot computer hardware (desktops, laptops, printers and related peripherals) on site and remote. Ensure hardware is ready for new hires.
• Work with IT Head to ensure the user systems (laptops) are managed and replaced in line with agency standards
• Maintain documentation on hardware and software configuration, network configuration, and computer inventory
• Maintain software solutions and hardware driver updates from vendors
• Perform client support of MOC desktop applications
• Manage the MOC Door Access Control and Video systems at over 20 locations
• Manage cell phone and tablet provisioning along with the MDM solution
• Manage print server to optimize copier use throughout the agency
• Understanding of the OSI model and its application in troubleshooting
• Perform other related duties as assigned

Required Qualifications and Skills:

• Associate degree or higher in computer science or related field
• Minimum 2 years of experience
• Demonstrated strong working knowledge of desktop and laptop hardware, applications and networking components
• Expert knowledge of Windows OS and advanced knowledge of Office suites
• Experience troubleshooting desktop issues (Windows, Microsoft Outlook, Microsoft Office, browsers, printing, etc.) and providing remote IT assistance via phone and remote support tools.
• Ability to prioritize tasks and manage competing demands
• Excellent customer service, organizational, oral and written communication skills
• Must be a self-motivated team player and have a willingness to learn and teach
• Certificate for: COMPTIA+, Network+, Microsoft Azure or experience with SharePoint and OneDrive in Microsoft 365, experience With Kaseya and IT Glue are a plus

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift/move computer equipment including desktops/laptops and monitors. Must be able to lift 20 pounds, bend, and stoop
• Must have reliable transportation, driver’s license, and ability to travel to sites (generally not more than 100 miles) on a regular and sometimes last-minute basis

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Compensation:

A salary within the range of $62,900 to $85,100 annually will be provided to the successful candidate having met the minimum requirements for the position consistent with the MOC compensation philosophy. The candidate’s exact placement will be determined based on factors consistent with MOC’s compensation framework. MOC offers a competitive benefits package including:

• Health, Dental, and Vision Insurance
• Company Paid Life Insurance and Long-Term Disability
• Flexible Spending Accounts
• 15 Paid Vacation Days
• 12 Paid Sick Days
• 13 Paid Holidays
• Hybrid Work Opportunities
• Student Loan Forgiveness Assistance
• Tuition Remission
• Pet Insurance
• Employee Discounts
• Professional Development Opportunities
• On-Demand early pay access
• Immediate 403b Employer Contribution, 100% Vesting on Day One!

EEO Statement:

Making Opportunity Count is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.

Compensation details: 30.24-40.91 Hourly Wage

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