Apply today as an IT Support Specialist for Hamilton County Developmental Disabilities Services.

IT Support Specialist

Job Description

A typical day in the life of an IT Support Specialist involves fielding IT support questions from current Hamilton County DDS staff, conducting support calls or Zoom meetings, as well as in-person assistance when needed, and utilizing our web help desk application to enter support requests and update via notes. The IT Support Specialist will perform hardware tasks like hooking up monitors and connecting equipment to systems and will utilize an agency-provided iPhone and laptop to conduct tasks. You will also perform computer upgrades/replacements and repair laptop/iPhone issues that can be solved by troubleshooting and ordering required parts.

Teams of two will be rotated for helpdesk coverage. When on the helpdesk, you would have the option to work from home. You would be required to work in the office when doing workstation support.

This position would allow a flexible schedule. However, support coverage for our business hours will need to be maintained. A rotation schedule would need to be made and agreed upon between the team.

Work Location

• Hybrid – remote and at HCDDS Support Center: 1520 Madison Rd, Cincinnati, Ohio 45206.
• Required travel to other HCDDS locations as needed:
  • Kingsley Center: 5093 Kingsley Dr, Cincinnati, OH 45227
  • Margaret B. Rost School: 5858 Bridgetown Road, Cincinnati, OH 45248
  • Bobbie B. Fairfax School: 4999 Kingsley Drive, Cincinnati, OH 45227

Job Responsibilities

• Plans, procures, prepares, installs, redeploys, and documents workstations, printers, software, and similar assets as required by the agency and as needed to meet mission requirements; solves fairly complex computer-related problems in a varied work environment where specific solutions and procedures cannot be standardized, using knowledge, technical skills, experience, invention, creativity, imagination, and talent to resolve related issues.
• Serves as the initial liaison between the IT department and our customers; collects information, answers queries, and resolves computer hardware, software, printer, network, smartphone, phone system, and related technology problems; may resolve issues over the phone, via remote desktop access, or in-person.
• Interacts with customers in a friendly, courteous manner.
• Makes referrals to other members of IT as needed.
• Provides customer personal education.
• Assists IT team members in formulating resolution plans.
• Coordinates and executes change processes for workstation hardware and software, including operating system upgrades and other changes in hardware or software.
• Leads and provides workstation problem-solving and avoidance, including documentation and analysis; looks for trends and patterns.
• Travels to all sites safely, efficiently, and effectively by agency policy on a rotating basis to develop and maintain customer contact and knowledge of needs; represents these needs to other IT staff members.
• Maintains the advanced knowledge necessary to execute the role and maintain expertise in the field; understands network architecture and assists with problem-solving and projects as needed; implements network connectivity hardware and software on the workstations.
• Demonstrates regular and predictable attendance; demonstrates a sense of teamwork and cooperation.
• Performs other related duties as required or assigned.

Qualifications

• Must be able to pass criminal background checks and various abuser registry checks
• A two-year technical associate degree or equivalent experience with Windows-based operating systems and Intel-based hardware.
• Solid understanding of characteristics/features of PC hardware and software. Knowledge of system parameters to control, configure, and install various systems.
• Experience with iPhone, iPad hardware, and iOS operating systems.
• Two years of applicable professional experience and customer service are preferred.
• Demonstrated abilities in project management, teamwork, independent judgment, and discretion.
• Valid driver’s license and meets agency’s insurability requirements.
• Have a passion for improving others’ lives, demonstrated through superior customer service.
• Possess excellent written and verbal communication skills and an appreciation for the work behind providing social services to the community.
• Value a purpose-driven culture, supportive team members, and organizational commitment to growth and innovation.

Compensation & Benefits

• 36.25 hour work week, full-time role. Hourly position paid bi-weekly.
• Flexible schedule and hybrid work-from-home options.
• One week of paid vacation and 15 sick days immediately allocated upon hire. Three personal days are provided per year, with an employee start date. Starting vacation accrual of 3 weeks per year. Sick time accrued 15 days per year after the first year of employment with an unlimited accrual.
• The starting salary range, determined by the formula accounting for years of experience, is $39,585.00 (base rate) and $49,481.25 (10 years of experience performing this same job or job with primarily the same duties).
• Comprehensive Benefits Package: Medical, HRA, Dental, Vision, Employer-Paid Life Insurance, Tuition Reimbursement, Public Service Loan Forgiveness Eligibility, Wellness Incentives, robust Employee Assistance Plan, access to Free Medical and Rx through Marathon Health, and more.
• Ohio Public Employee’s Retirement System includes a 10% employee contribution and a 14% employer contribution.

Application Process

Hamilton County Developmental Disability Services requires applicants to demonstrate current and future authorization to work in the United States without visa sponsorship.

Hamilton County Developmental Disabilities Services offers equal employment opportunities to qualified individuals regardless of race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law.

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