IT Support Specialist - New Jersey Service Area

The IT Support Specialist performs a wide range of duties, including, but not limited to the following:
1. Provides technical support and education for all information technology (IT), office equipment and telecommunications systems, including software, hardware and basic network administration. Schedules related service calls (equipment repair and maintenance) as needed.
2. Prepares and maintains documentation on IT related procedures and security measures, including Health Insurance Portability Accountability and Act (HIPAA) required policies and procedures.
3. Works with IT Director to assure the highest and best use of the affiliate Help Desk software, including striving to assure consistency in entering tickets and building the system knowledge base. Assure written procedures surrounding use of the application. Coordinate the expansion of Planned Parenthood of Central and Greater Northern New Jersey, Inc. (PPCGNNJ) use of helpdesk software functionality and assure technicians receive training in these other modules.
4. Conducts quality improvement (QI) efforts by analyzing Help Desk software reports, sharing QI results with IT Director/senior management team, and recommending corrective action for areas needing improvement.
5. Provides IT training and orientation to PPCGNNJ users. Trains users on security measures that affect their use of the system as required by HIPAA.
6. Chronicles and tracks progress on the various IT projects as discussed in IT meetings.
7. Supports all database applications used by the organization.
8. Researches and makes recommendations for purchases or leases of IT and communications systems (including software and hardware) and office equipment, including maintenance and support contracts.
9. Reviews invoices, correspondence and inquiries related to areas of responsibility and processes check request forms for payment of invoices. Monitors and maintains records of payment.
10. Participates in the Affiliate’s efforts related to revenue cycle, which include but are not limited to: achieving goals for productivity; meeting or exceeding revenue targets; and expense management as budgeted.
11. Demonstrates commitment to established Workplace Values: We are in This Together: We tend to the team – Investing in our own people; We respect and honor all people – Leading with empathy; We jump in – Charting a path; We try and we learn – Cultivating self-growth; We care for our business – stewarding our business; We return to our mission – championing equity & access. (see Workplace Values document received upon hire).
12. Travels throughout the Affiliate’s service area as required to support IT functions.
13. Performs other duties as assigned in support of mission and as required to ensure delivery of consistent high quality services.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS:

1. Commitment and demonstration of excellent internal and external customer service.
2. Attention to detail; ability to lead and follow processes and procedures from beginning to end.
3. Recognized excellence in interpersonal and relationship-building, project management, and staff management skills.
4. Ability to motivate and work collaboratively with staff throughout the agency to effect change.
5. Strong analytical, operational and organizational skills; ability to balance priorities, make effective decisions, and contribute as a team player within the organization.
6. Ability to utilize data to inform the decision-making process.
7. Demonstrated project management skills, including excellent follow through for multiple projects at multiple locations.
8. Excellent written and verbal communication skills. Able to communicate information in an organized and clear manner.
9. Able to maintain and demonstrate strict confidentiality of all information.
10. Entrepreneurial spirit, intellectual curiosity, high energy, positive attitude and diplomatic.
11. Commitment to reflect quality assurance and risk management in daily tasks.
12. Has computer skills and ability to learn/operate software programs.
13. Maintains professional appearance and demonstrates professional attitude at all times.
14. Ability to work flexible schedules and maintain punctual attendance.
15. Able to work under pressure, remain calm, prioritize, and meet deadlines.
16. Ability to relate to diverse communities.
17. Ability to work as part of an interdependent team.
18. Ability to remain open and non-judgmental towards colleagues and customers.