Job Title: Technical Support Specialist II
Reports to: Information Systems Manager

MISSION: For more than 50 years, the Conservancy of Southwest Florida has been a leading environmental advocacy organization dedicated to protecting Southwest Florida's water, land, wildlife, and future.

PURPOSE OF JOB: Assists the Information Systems Manager with the Information Technology department in maintaining and supporting the Information Systems and IT assets/infrastructure. Responsible for providing daily helpdesk support in technology and audio /visual activities, as well as IT project assistance.

RESPONSIBILITIES:
Technical Support and Troubleshooting:
• Primary contact for handling complex and challenging IT issues received from staff, interns, and volunteer technical support cases through Virtual, PC, phone, and email submission.
• Troubleshooting technical hardware and software issues by collecting relevant data, identifying and evaluating options, and taking the necessary action.
• Assisting call-ins or live chat with technical difficulties.
• Assisting customers and staff with software application challenges.
System Maintenance and Functionality:
• Updating staff, interns, and volunteers with tech tips and brief documents.
• Maintaining system functionality by monitoring and testing computer components.
• Maintaining working components through repair or replacement.
• Monitoring and maintaining Network, wired, and wireless connectivity issues.
• Performs scheduled hardware, software, and network maintenance.
Technology Management and Coordination:
• Communicate and coordinate with the technology team regarding assigned tasks and responsibilities.
• Assists in Managing Technology Purchasing and Administration.
• Assists and communicates with vendors to document and convey planning, achieve goals, and assure quality.
• Assists with technology inventory and supplies.
• Assists with researching, evaluating, and recommending new technologies.
• Recommends organizational purchases of hardware, software, and operating systems.
• Assists with developing appropriate policies and procedures.
• Assists with the maintenance of the Technology processes and procedures handbook.
Communication and Support to Various Groups:
• Maintain client confidence by keeping their information confidential.
• Assisting call-ins or live chat with technical difficulties.
• Assists with day-to-day technology communication with staff, interns, volunteers, and external entities.
• Primary contact for Dalton Discovery technology and Mobile Classroom technology.
• Supports Conservancy board, committee, special events, and third parties with technology tasks.
Flexibility and Availability:
• Ability to work evenings and weekends as needed.
• Must maintain a good and reliable attendance record.
• Operates organizational technology and audio-visual equipment when required.
• Works with individual departments to ensure third-party support of unique applications and equipment such as projectors, cash registers, and copy machines.

EDUCATION AND EXPERIENCE
• 3 to 5 years of experience in technology support.
• Familiarity with Microsoft, Adobe applications, Windows 10, Office 365, Teams, and Zoom software.
• Experience with PC, Mac, and Android devices troubleshooting.
• Basic knowledge of network management and systems software management.
• CompTIA A+ and Network+ certification desirable.
• Strong commitment to environmental conservation. The above statements describe the general qualifications required to perform the job and the general nature and level of work performed - not a complete list of duties - additional responsibilities may be assigned by management.

CERTIFICATES, LICENSES, AND REGISTRATIONS
• Valid driver's license and good driving record.

SKILLS AND ABILITIES
• Effective communication skills, both written and oral.
• Punctual and good history of work attendance.
• Basic mathematical skills.
• Problem-solving ability.
• Database and report design skills.
• Knowledge of various operating systems and software.
• Familiarity with Blackbaud Product Suite for Non-Profits is a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
This job description recognizes that reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role. The job entails:
• Regularly required to sit, stand, and walk.
• Lift/move objects weighing up to 25 pounds.
• May spend time in the field and experience exposure to Florida outdoor weather conditions. Use of hands for various tasks.
• Visual abilities include close and color vision, along with peripheral and depth perception.
• Noise level in the work environment is typically moderate.

BENEFITS: Healthcare insurance, including medical, dental, and vision. Life insurance, 401k program, telemedicine, and short and long-term disability. Paid time off includes 12 days of vacation, 4 days of personal leave, 8.5 days of holiday, and up to 12 days of sick leave per year. The office is on our beautiful campus next to the Gordon River Greenway. Employees receive complimentary kayak usage and eco-cruise tickets, discounts in our Welcome Center store, and staff membership, including reciprocal benefits with other Nature Centers.

Date Posted: 08/08/2024