SUMMARY:  The Information Technology Support Specialist is responsible for providing technical support & related technical services to all Front Porch business and residential lab computer users.  This position provides both telephone and in-person support to end-users to ensure full and effective utilization of technology and smooth performance of all end-user systems and peripherals.  This position is involved in all aspects of end-user technology from implementation and training, to the day to day support and maintenance as well as troubleshooting and problem resolution.  The IT Support Specialist should be able to learn and function successfully in a fast paced emerging technology and team focused environment while at the same time deliver high quality service and achieving total customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following; other duties may be assigned.

Customer Service Requirements

• Ability to clearly understand customer needs, meet them successfully in a manner that exceeds the customers expectations and results in total customer satisfaction
• Maintain positive attitude and friendly demeanor at all times
• Communicate clearly and effectively, both written and spoken
• Strong interpersonal skills and the ability to work in a team environment
• Apply Front Porch Core Values in every aspect of your work
• Work is to be completed timely with consistent accuracy and attention to detail and positive results
• Communicate effectively with Management, specifically to key escalation person (IT Helpdesk Team Manager)
• Develop a professional, courteous, and long lasting relationship with our customers
• Establish and maintain productive working relationships with internal and external customers
• Provide and demonstrate good judgment in escalation procedures following support guidelines

Job Requirements

• Travel to facilities in Los Angeles, Orange and Ventura Counties and occasionally San Diego and San Jose areas – including overnight stays at facility/hotel
• Learn and master all end-user technologies employed by the organization
• Install, maintain, upgrade and troubleshoot desktop applications
• Install, maintain, upgrade and troubleshoot end-user hardware including workstations, printers, scanners, copiers, iPhones, iPads, Tablets
• Configure workstations and laptops using duplication/imaging software
• Move computers, printers, equipment within, around, and to facilities
• Maintain & update inventory, user and support databases based on work performed
• Research issues with the use of search engines, software tools, knowledge base’s, books and manuals
• Train and provide in-person and telephone support to customers
• Provide rotational once a month weekend and after hours on-call support for Helpdesk voicemail messages left and emails sent to Helpdesk
• Create documentation for end users, in services, and when otherwise instructed
• Basic knowledge of emerging technologies: Office Suite upgrades & OS upgrades
• Basic Knowledge of TCP/IP Network and Active Directory
• Communicate effectively to all team members on the status of work completed, outstanding, or otherwise on a daily basis
• Keep task list up-to-date daily including the ability to organize, prioritize, plan and schedule work
• Verify work tasks daily at the beginning and ending of each day with Help Desk Team Manager
• Ability to complete paperwork on a weekly basis (expense reports, status reports, etc)
• Work closely with supervisor to provide ways of improving customer service
• Recommend changes and process improvements to management
• Complete special projects and all other duties as assigned

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:   Two years minimum experience working with PC systems, their set-up, maintenance, and repair.  A+ certification preferred. Previous experience developing and providing user training and support.   

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.  Ability to write routine reports and correspondence, provide written updates to management along with the ability to communicate effectively with customers, vendors, colleagues and management.

MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  The ability to apply concepts such as: fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: To perform this job successfully, an individual must be able to focus on details to resolve complex technical problems and understand business requirements as they relate to technology. Ability to deal with ambiguity and apply common sense as needed.

CERTIFICATES, LICENSES, REGISTRATIONS: High School Diploma/GED.

OTHER SKILLS and ABILITIES:  Ability to interact and communicate with end-users, co-workers, management, and vendors effectively and positively.  Employee must possess strong customer service skills.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle objects, tools, or controls.  The employee frequently is required to sit, reach with hands and arms, and talk or hear.  The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts (computer and telephone equipment) and is occasionally exposed to fumes or airborne particles, and vibration while in a car.  Some risk of electrical shock or exposure to radiation from computer monitors.

The noise level in the work environment is usually moderate.

Final candidates must successfully complete a pre-employment physical, physical abilities test, drug screen and Department of Justice Criminal background clearance.

Front Porch is an Equal Opportunity Employer. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, disability or status as a veteran in accordance with the applicable nondiscrimination laws.