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Desktop Support Technician

Inglis enables people with disabilities – and those who care for them – to achieve their goals and live life to the fullest.  It is essential that all duties are performed with the highest level of integrity, while supporting Inglis Values and Standards of Excellence, ensuring the achievement of competencies and compliance with regulatory agencies.

The Desktop Support Technician is a member of the IT team and has the primary responsibility to manage Inglis desktop activities.  The Desktop Support Technician will troubleshoot, repair and maintain the Inglis laptop and desktop computer systems, hardware and peripherals, including audio/video equipment and other appropriate devices.   He/she will own the physical set up of the computer hardware and software installs for various pc applications.  The Desktop Support Technician will coordinate all computer maintenance with other IT professionals and provide support services to end users by providing First and Second Level Help Desk response and follow up.  The Desktop Support Technician is expected to adhere to established processes that streamline the deployment, upgrading and recycling of all primary computing devices.  Occasional local travel to support remote Inglis offices is required.

The Desktop Support Technician is a vital resource to the organization and is expected to participate in IT HelpDesk after-hours on-call rotation.

All essential job responsibilities will be executed in accordance with Inglis Administrative policies and compliance/ethics guidelines.
 

Essential Functions, Qualifications & Skills:

Partners with IT Team to:

  • Diagnose and resolve unique, non-recurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature
  • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, tablets, printers, AV,  VoIP phones and other equipment
  • Participate in hardware and software reviews
  • Follow standard operating procedures in IT and ensure that new equipment is installed and ready to operate on schedule
  • Ensure desktop computers interconnect seamlessly with diverse systems
  • Manage proper disposal of obsolete computer equipment
  • Provide support to all entities and locations across Inglis, including remote sites off Main Campus

Follows all standard IT procedures as relates to Help Desk and support

  • follows standard Help Desk process to log, track and follow-up on customer requests
  • uses project management tools and approaches as defined by IT
  • acts as back-up as appropriate and required for support
  • participates in after-hours on-call rotation

Person-Centered Care

  • Champion for culture change and supportive leadership.
  • Demonstrates a real sense of inquiry and a personal willingness to learn.
  • Demonstrates the ability to take responsible actions within the parameters of the role without a constant need to be directed by others.
  • Demonstrates politeness and respectfulness and evidences the self-awareness of the effect of her/his behavior on others.
  • Demonstrates mutual respect for diversity.

People & Team Leadership

  • Demonstrates Inglis people and leadership values and behaviors
  • Demonstrates the ability to follow-up on schedules, set priorities and achieve deadlines
  • Demonstrates the Inglis Code of Conduct and builds trusted partnerships throughout the Inglis organization.
  • Establishes and maintains effective relationships by gaining trust and respect.
  • Is approachable and easy to talk with; puts forth an extra effort to make people at ease; is patience and builds rapport with customers and is a good listener.
  • A team player and has the trust and support of peers.
  • Promotes collaboration within the department

Technology:     

  • Actively engages in the use of computer systems and technology to enhance the day-to-day flow of information
  • Encourages and supports staff on the appropriate use of computer systems and technology
  • Understands common computer terminology and fundamentals of computers
  • Understands and efficiently uses basic computer hardware and telecommunication devices
  • Understands the use of the internet and intranet applications
  • Responds to emails and calendar requests in a timely manner and actively participates in meetings and discussions
  • Understands IT policies and security best practices and when/how to encrypt email containing protected information
  • Knows how to report issues to the IT Help Desk

Role Specific Competencies:

Customer Service and Consultancy Skills

  • Listens actively and asks appropriate questions to accurately understand customer needs.
  • Able to convey technical information to customers and promote understanding of relevant issues. Understands the customer’s needs, business role, and resource limitations to develop effective and appropriate solutions to problems.
  • Negotiates time and priorities with customers to achieve problem resolution.
  • Looks for opportunities to develop constructive working relationships with customers characterized by a high level of professionalism, acceptance, cooperation, and mutual respect.
  • Continually seeks to improve customer service, perception, and satisfaction.  

Technical Knowledge and Solution Development

  • Continually seeks to update and enhance networking skill.  
  • Takes advantage of training opportunities afforded them to raise the level of their own skill and competencies.  
  • Able to evaluate systems functionality and recommend or make changes to improve performance of network systems.
  • Understands networking protocols and subnetting to a degree.  
  • Uses understanding of technology to translate business needs into technical specifications.  
  • Understands impact of new technologies on current systems.  Integrates knowledge and skills from a range of technologies and devises or modifies applications configurations, integrations, or customizations to solve moderate to complex problems.  
  • Collaborates with Desktop Engineer in researching appropriate new technologies and testing new configurations for the enterprise. 

Active Collaboration

  • Builds partnerships and works collaboratively with others across the organization to achieve shared objectives.  
  • Represents own interests while being fair to others and their areas.  Partners with others to get work done.  
  • Credits others for their contribution and accomplishments.  
  • Gains trust and support of others.  
  • Serves as a key resource to other technicians and the Application Expert in solving problems related to the assigned information system.

Effective Written and Verbal Communication Skills

  • Demonstrates an ability to speak well and represent Inglis and the IT department in a professional manner.
  • Conveys ideas and facts using language the audience will best understand. Asks questions in ways that enhance the clarity, quality, and reliability of information.

Teamwork

  • Creates a positive and motivating working environment.
  • Promotes cooperation and commitment within a team to achieve goals and deliverables. Value’s other team member’s contributions and time.
  • Takes personal responsibility for the quality and timeliness of work. Adheres to the department policies, schedules, and procedures.
  • Demonstrates the Inglis code of conduct and LIST ONE values.

Education & Experience

In addition to the necessary skills and experience to perform the responsibilities outlined above, below are required/preferred key competencies and experience that a successful candidate should possess.  

Required Experience:

  • A minimum of a High school degree with a preferred technical degree in computer systems. 
  • Experience with Microsoft Office 365
  • 3-5 years of experience installing, configuring and troubleshooting Windows 7 and Windows 10, and in configuring and imaging desktop computer systems; includes mobile operating systems
  • Proficiency in networking computers and laptops to LAN and WIFI networks is required.
  • Well versed in the management of antivirus systems
  • Must have a basic understanding of TCPIP and DHCP protocols
  • Must display a talent for manual dexterity and device manipulation when needed to repair devices.
  • Experience with remote support and HelpDesk ticketing systems; Proxy and TrackIt preferred.  
  • Able to demonstrate strong competency supporting all desktop and software of varied types.  
  • Experience in operating system and hardware and software installation/troubleshooting.  
  • Experience with Internet access and navigation
  • Demonstrates strong ability to field customer issues and problems and collaborate with IT staff and customers to promptly resolve.

Additional Competencies and Experience

  • Working knowledge of assistive technology a plus.  
  • Experience working with people with various physical or mental abilities a plus.  
  • Previous experience in a business Help Desk; previous experience 
  • Excellent customer service orientation.
  • Strong interpersonal, verbal and written communications skills are required.  Ability to work independently and without close supervision.
  • Ability to effectively problem-solve and prioritize work, manage time, and demonstrate excellent organizational skills and initiative to complete work in a timely and quality manner.  
  • Flexible thinker, with an ability to quickly adapt to a changing environment.
  • Team player and willing to assume duties outside of primary job role for the benefit of the entire Department.
     

About Inglis:

Founded in 1877, Inglis' mission is to enable people with disabilities - and those who care for them - to achieve their goals and live life to the fullest

Based in Philadelphia, Inglis supports nearly 1000 people living independently in the community through resources including care management (helping people navigate the healthcare system), an innovative day program, adapted technology, community employment services, resident service coordination, and more. 

Inglis is the largest private provider of affordable, accessible housing in the Greater Philadelphia region with nearly 350 units, including 80 units opened at Inglis Gardens at Belmont in 2016 and 44 new units at Pennypack Crossing, developed with Conifer, opened November 2017 and more in development.

Inglis also has a specialized, 252-bed, long-term, Person-Centered Care, skilled nursing community for people with complex physical disabilities.

Inglis House specializes in services for adults (mostly younger - average age is 46) with severe neurodegenerative physical disabilities resulting in paraplegia and quadriplegia.  Inglis' Person-Centered Care vision is to strive every day to create a homelike environment where residents and staff work together with autonomy and a deep sense of community. 

Along with providing medical and personal care, a key aspect of the mission of serving younger adults is recognizing that they typically have a wider range of needs than a geriatric nursing home resident. Younger adults, whether congenitally disabled or disabled later in life, struggle to achieve goals that give a sense of autonomy, mastery, and creativity.  Inglis House provides a range of medical, personal and enrichment services that enable residents to live life to the fullest. Our Adapted Technology program is nationally recognized - and can get anyone online. Inglis is one of only a handful of organizations in the country designated a “Center of Excellence in Long-term MS Care” by the National Multiple Sclerosis Society and is one of only eight residential facilities throughout the United States offering such highly specialized, long-term care for people with physical disabilities

Inglis welcomes great people without regard to disability, race, religion, age, gender, sexual orientation, national origin, military service, marital status, or any other characteristics, as protected by law.  We encourage all Protected Veterans and the long-term unemployed to apply.  Please send resume to Inglis, Attn: Daniell White, Human Resources, 2600 Belmont Avenue, Philadelphia, PA 19131, via fax: 215-878-3082 or via email to careers@inglis.org   EOE, M/F/D/V