Job Description

Location: Baltimore, MDSalary Range: $72,000 - $75,000 (commensurate with experience)Join Chimes - and go further to help others go far! Chimes is a not-for-profit organization that assists people with intellectual and behavioral challenges to achieve their fullest potential.Our vast array of services - educational, employment, vocational, residential, habilitative, and behavioral health - are delivered through a network of national and international affiliates. This allows us to take a comprehensive, holistic approach to improving the lives of every person we serve - those who receive and those who reap the benefits of our innovative, responsive solutions.PRIMARY RESPONSIBILITIES:
Team Leadership and Development:

• Lead, mentor, and provide guidance to the IT Support team to enhance performance and professional growth.
• Foster a collaborative, user-focused work environment that aligns with organizational values.

IT Support Lifecycle Management:

• Oversee the IT Support request lifecycle, including ticket routing, processing, user communication, documentation, resolution, and reporting.
• Audit and analyze ticket flow, providing regular insights and reports to the Director of Information Services.

Hardware and Device Management:

• Manage imaging, deployment, and provisioning of end-user hardware, including PCs, peripherals, and mobile devices.
• Ensure accurate and consistent inventory management for all end-user hardware.

Process Optimization:

• Evaluate and improve existing processes to ensure efficient issue resolution and enhance overall service delivery.
• Recommend and implement enhancements to support lifecycle and inventory management procedures.

Technical Support and Escalation:

• Serve as a point of escalation for Tier 1 and Tier 2 support issues.
• Provide technical oversight and support for end-user computing equipment, user account administration, applications, and network connectivity.

System Administration Support:

• Assist the Network Engineer with system administration tasks, including patch management, backup administration, and systems monitoring.

Professional Development and Collaboration:

• Participate in training sessions, staff meetings, and professional development opportunities.
• Collaborate effectively with staff, supervisors, administrators, community professionals, vendors, and other stakeholders.

Additional Duties:

• Undertake other duties, responsibilities, and special projects as assigned.

QUALIFICATIONS:Education:

• Vocational or trade school training or equivalent on-the-job experience with current industry-standard hardware and software, particularly Windows-based systems.

Experience:

• A minimum of 2 years of experience in an IT support role, providing end-user technical assistance.
• Prior experience in a supervisory or leadership capacity in a similar environment is strongly preferred.

COMPETENCIES:

• Strong leadership and interpersonal skills.
• Proficiency in IT support and troubleshooting for hardware, software, and networking.
• Ability to analyze and improve technical processes.
• Effective communication skills, both written and verbal.
• Commitment to delivering excellent customer service and fostering a positive team culture.

NOTE: At the discretion of the Personnel Officer, additional related experience and/or education may be substituted in lieu of the requirements specified above under Education and Experience.What's in it for you? Total Rewards (For Full-Time Employees = >30 hours/week):

• Competitive Pay
• Medical, Dental, and Vision Insurance
• Tuition Reimbursement options
• Flexible Spending Accounts (Health, Dependent, and Transportation)
• Life Insurance
• Disability Insurance
• Paid Time Off
• 403(b) with Employer Match
• Employee Recognition Programs
• Employee Referral Bonus opportunities
• Discounts through "Tickets at Work"
• And More!

Want to learn more?To learn more about Chimes, and how you can achieve personal and professional growth within a purpose-driven organization, visit us at: https://chimes.org/Careers.#cmd410

Skills Required