IT Support Specialist

Position Summary
The IT Support Specialist is responsible for providing on-site technical support, maintaining integrity of end-users overall technological infrastructure, and delivering exceptional service. Our next teammate will manage the desktop environment for PCAR and NSVRC, including providing support and training organization-wide for software packages and supported hardware. This position also provides technological assistance with special projects and events, tracks and documents IT processes, and backs-up other members and functions of the IT team as needed.

Values Statement
PCAR understands sexual violence as a social justice issue and works to prevent and respond to sexual violence within this framework. We are committed to nurturing a workplace that is affirming, inclusive, and respectful of all people and the ways in which they identify across race, class, ability, gender, sexual orientation, age, and other characteristics. We are looking for outstanding relationship-builders and communicators. We value both life experience and professional credentials.

Essential Duties and Responsibilities
To ensure success, the IT Support Specialist should be detail oriented, exercise sound judgment and must have exceptional written and verbal communication skills with a keen interest in providing purposeful support to members of the organization. They will also take a personal interest in, and responsibility for, the quality of work they perform and enjoys helping members of the organization think differently about technology by sharing information, supporting others, and working on a team to achieve team goals.

Helpdesk/support functions

• Responsible for the day-to-day support of information technology infrastructure, computer systems, and end user services.
• Perform upgrades, updates, maintenance and troubleshooting for software, hardware, and networking equipment as needed. Experience with WSUS is a plus.
• Track and document IT processes and helpdesk requests through Helpdesk software.
• Responsible for the management of Security Awareness Training program and the end-user follow up education.
• Purchase and manage approved equipment and software.

Staff training

• Provide technology training and orientation for new staff.
• Provide initial and ongoing training to staff on software.
• Provide training on supported hardware and peripheral devices as needed.
• Provide training on Office 365 and Microsoft Teams.

Software and hardware support

• Responsible for documentation, installation, configuration, upgrading, updating, and troubleshooting for approved products.
• Comfortable working with outside vendors for sales and support.
• Reviews age of equipment (workstations, printers, etc.), software, and warranty expirations and makes recommendations for upgrades.

General

• Support other members of the IT team as needed to maintain a high level of uninterrupted technology processes for staff.
• Exceptional documentation skills with an eye for detail.
• Documents client processes by creating SOPs (Standard Operating Procedures) including, but not limited to new user setups, user termination processes, workstation setup guides, etc.
• Ability to articulate technical information clearly and simply to non-technical people.
• Ability to balance the day-to-day work expectations and deliverables, recognizing own limitations, and when to ask for help.
• Ability to be adaptable and flexible in learning new technologies and procedures.

Qualifications
The successful candidate will have two to three years related experience and/or training; or equivalent combination of education and experience in desktop software support in a network environment with Windows clients and Windows Servers.

To Apply
PCAR offers a competitive salary and benefits package. Qualified candidates are encouraged to apply online at www.pcar.org by August 14, 2023. A full job description is also available on our website.

Salary Range: $50,000 – $54,100

Who We Are
Founded in 1975, The mission of the Pennsylvania Coalition Against Rape is to work to eliminate all forms of sexual violence and to advocate for the rights and needs of victims of sexual assault. PCAR partners with a network of rape crisis programs to bring help, hope, and healing around issues of sexual violence to the Commonwealth of Pennsylvania. PCAR:

• Assures that communities have access to quality victim services and prevention education by providing funding, training, materials, and assistance to a network of rape crisis centers that serve all of Pennsylvania’s 67 counties.
• Provides resources and training on sexual assault-related issues to professionals across PA.
• Promotes public policies that provide protections and services to victims of sexual violence, hold offenders accountable, enhances community safety, and works with media to increase public awareness, access to accurate information, and ethical reporting practices.
• Operates the National Sexual Violence Resource Center (NSVRC), which identifies, develops, and disseminates resources regarding all aspects of sexual violence prevention and intervention. NSVRC is the leading nonprofit in providing information and tools to prevent and respond to sexual violence. NSVRC translates research and trends into best practices that help individuals, communities and service providers achieve real and lasting change. NSVRC also works with the media to promote informed reporting.

Equal Employment Opportunity Commission
The Pennsylvania Coalition Against Rape and The National Sexual Violence Resource Center provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.