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About the Role

The Sr Desktop Support Specialist will support the business in day-to-day operations and play a strategic role in the successful growth of FREE’s service offering and expansion. This role supports and maintains organizational computer systems, thin clients, desktops, and peripherals, ensuring optimal workstation performance.

Responsibilities

Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, recommending and implementing corrective solutions, including off-site repair for remote users.
Provides technical assistance for all Windows Operating Systems and workstation applications.
Provides basic network/infrastructure support and performs initial analysis of network/infrastructure issues, resolving or escalating as needed.
Creates, tests, and deploys images for cloning of various hardware platforms using industry-common tools and utilities.
Utilizes Active Directory users and groups to create, maintain, and support all aspects of accounts.
Oversees installation, configuration, and troubleshooting of printers, scanners, computers, and peripherals.
Manages e-waste and the safe disposal of technological items.
Works alongside application support teams to diagnose and remediate application issues.
Identifies, deploys, and maintains appropriate connectivity options and serves as lead on all Wi-Fi connectivity.
Assists the networking/infrastructure team with troubleshooting, support, and remediation of functional networks and network equipment (LAN, WLAN, WAN).
Monitors and resolves assigned support tickets, serves as an escalation point between business and IT, and coordinates with vendors for effective support.
Maintains and updates standard operating procedures (SOP) and documentation for the IT department.
Provides employee support for audio/video conferencing and office equipment, including printers, copiers, scanners, and fax machines.
Performs hardware and software upgrades and researches technology solutions to keep FREE’s systems current and effective.
Participates in IT inventory management and asset management.
Establishes positive working relationships with co-workers, management, other departments, affiliated agencies, contractors, vendors, and other stakeholders.
Maintains knowledge of the Information Technology industry to address demands for enhancements to existing network and services.
Ensures all required documentation (paper and electronic) is completed/processed appropriately and in a timely manner.
Communicates respectfully with all people.
Complies fully with FREE’s confidentiality policies.
Meets all safety training requirements and adheres to all safety policies.
Coordinates, supports, attends, and participates in all required events/meetings/reviews/committees.
Meets all job requirements and stays in compliance.
Adheres to FREE’s standard of ethical behavior.

Requirements

Associate’s degree in computer science, information technology, or another related field.
Minimum of five (5) years of technical experience supporting end users in an office environment.
Valid Driver’s License and satisfy criteria to be a driver for FREE.

Skills

Excellent knowledge of PC and all desktop hardware and internal components.
Strong understanding of Windows 10, Windows 11, and Office 365 administration.
Basic networking skills and ability.
Some knowledge of TCP/IP networking and related services (DNS, SMTP, DHCP, etc.).
Active Directory user and group concepts, management, and administration.
Demonstrated ability to work in a team environment with flexibility, keeping others informed and anticipating needs.
Efficient, well-organized, with excellent communication skills.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.
Ability to learn and support new technology.

Location

In-person
Travel between FREE Network locations required

Work Type

In-person

Experience Level

5 years of technical experience supporting end users in an office environment

Education Level

Associate’s degree in computer science, information technology or another related field

Salary/Compensations

$70,000 annually

Benefits

FREE benefits and proudly supports more than 4,000 individuals with intellectual / developmental disabilities, mental illness and traumatic brain injury.

About the Company

Family Residences and Essential Enterprises, Inc. (FREE) benefits and proudly supports more than 4,000 individuals with intellectual / developmental disabilities, mental illness and traumatic brain injury.
It is the mission of FREE to support people of all abilities reach their full potential and thrive in their communities.
FREE provides a diverse array of supports and services including: housing; recovery services; transition to work; employment; day, community and family services; respite; crisis services; education and after school support; specialty health services; and advocacy.

Equal Opportunity

FREE is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity, sexual orientation, national origin, age, disability, genetics, or any other protected characteristic.
In addition to federal law requirements, FREE complies with applicable state and local laws governing non-discrimination in employment in all of its locations.
This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, termination, recall, transfer, leaves of absence, compensation, and training.
Family Residences and Essential Enterprises’ affirmative action efforts related to protected veterans and individuals with disabilities are set out and described in our affirmative action plan for protected veterans and individuals with a disability.