Specialist, Technology Services

POSITION SUMMARY
Provides technology support across the organization by maintaining systems, managing user profiles, and assisting hybrid, remote, and 24/7 contact center staff. Ensures reliable and secure operations through troubleshooting, training, inventory management, and collaboration with the Technology department.

KEY RESPONSIBILITIES & ESSENTIAL DUTIES OF POSITION
An individual must be able to perform each essential duty listed below at a satisfactory level:

• Support all departments in maintaining approved technology platforms, user profiles, and provide prompt, customer-focused technical assistance to resolve issues for hybrid, remote staff, and the 24/7 contact center.
• Install, configure, and troubleshoot desktops, laptops, printers, VOIP phones, and other end-user devices.
• Stay up to date on new Microsoft 365 features and other technologies to maximize their effectiveness.
• Troubleshoot and resolve hardware, software, network, and endpoint issues.
• Prioritize and escalate urgent technical issues to minimize disruption.
• Document solutions and update the technology knowledge base regularly.
• Manage inventory, warranties, and software licensing for technology equipment.
• Maintain user profiles for copiers, email, door access, and SharePoint.
• Deliver training to end users on hardware and software tools.
• Support disaster recovery and business continuity efforts.
• Apply technology best practices to ensure consistency and security.
• Conduct routine maintenance, including software updates, antivirus scans, and hardware upgrades, to optimize device performance and ensure security.
• Work closely with and provide support to the Technology department.
• Provide support with HFUW events as directed.
• Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
• Identified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community.
• Contribute to overall organizational success by performing other duties and responsibilities as assigned.

JOB REQUIREMENTS
Job requirements include:

• Associate’s degree or equivalent combination of experience and education may be considered in lieu of degree.
• One year of experience providing desktop Windows support with hands-on expertise in PC hardware, software, and operating system support, including installation, configuration, and troubleshooting across diverse products and customer types, preferred.
• Advanced experience with Microsoft 365 platform preferred.
• Experience in network troubleshooting and remote access technologies.
• Ability to work flexible hours, including evenings, weekends, and holidays, to meet the needs of a 24-hour contact center.
• Ability to assess and resolve issues quickly to minimize user impact and downtime.
• Excellent organizational skills with the ability to adapt quickly to changing priorities while maintaining high-quality standards.
• Ability to quickly master new concepts, tools, and technologies.
• Customer service skills and experience required.
• Ability to edit, complete, and assemble reports.
• Attention to detail and accuracy.
• Excellent analytical skills.
• Skilled at managing multiple priorities simultaneously.
• Ability to work independently with minimal supervision required.
• Strong communication skills, both written and orally, with the ability to effectively interact with both technical and non-technical staff at all levels, required.
• Ability to utilize critical thinking and problem-solving skills.
• Must have access to a private, secure, and stable high-speed internet connection.
• Must have access to a quiet, confidential workspace.

COMPETENCY REQUIREMENTS
Communications - Ability to communicate effectively.
Business Ethics - Ability to work with integrity and ethics.
Judgment - Ability to use sound judgement.
Initiative - Ability to take initiative.
Teamwork - Ability to work in a team environment.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.

PHYSICAL DEMANDS
Physical demands include:

• Constantly remaining in a stationary position, often sitting for prolonged periods.
• Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.
• Constantly repeating motions and fine manipulation that may include the wrists, hands, and/or fingers. Ability to type using a keyboard.
• Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.
• Constantly assessing the accuracy, neatness and thoroughness of the work assigned.
• Constantly viewing information on a computer screen.
• Constantly positions self to maintain computers in the office, including under the desks and in the server closet
• Frequently traveling to the office when needed.
• Frequently moving or lifting objects up to 30 pounds.
• Frequently moving about to accomplish tasks or moving from one worksite to another.
• Frequently adjusting or moving objects up to 30 pounds in all directions.

WORKING CONDITIONS
Working conditions include:

• Hybrid inside working environment.
• Constant evenings and weekend hours.
• Occasional early mornings.
• High level of long periods of concentration.
• Constant staff interaction.
• Reliable transportation required.

Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!

Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium.

Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.

401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.

Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance. Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over.