Technical Support Specialist II

The Technical Support Specialist II. for St. Mary’s Food Bank (SMFB) provides client support for desktop-based software applications, hardware configurations and system analysis; provides assistance and solutions for integration between desktop and SMFB’s specific applications. Analyzes and documents current systems and procedures. Develops, documents, and implements strategies, standards, and procedures to be used by the technology team inside and outside of the department and across SMFB. May manage, design and engineer projects as they relate to the desktop infrastructure. The ideal individual will serve as a positive voice in an ever-changing environment and act as a proactive change agent, driving the company's continuous improvement and innovation initiatives.

Essential Functions

• Maintain day-to-day help desk functions and aid in streamlining processes when applicable.
• Provide proper troubleshooting, resolution, root cause, documentation, escalation, and closure of helpdesk support tickets.
• Troubleshoots various software configurations/features including operating systems, applications, word processing, spreadsheets, databases, and networking on all platforms that SMFB supports.
• Installs and configures software applications/operating systems and network clients to operate properly on SMFB’s network, which includes handheld devices, Linux, Google, Apple, and Microsoft.
• Researches the latest product patches and fixes through web access and telephone. Consults with leadership and staff on what computer systems and software to purchase.
• Respond to requests for technology support, visualizes the problem and responds to the user with a clear, concise, and easy to understand solution to their problem.
• Examples of assignments may include teaching employees how to use and access applications, acting as system administrator for the Information Technology Team, software testing and packaging for desktop delivery, anti-virus software manage