We are looking for an exceptionally dedicated, reliable, and self-motivated individual to provide immediate, high-priority support to leadership and staff during urgent, fast-paced, or unforeseen situations with no prior notice. This person should take full ownership of daily tasks, projects, and scheduling without constant supervision or instruction. They must quickly research, learn, and implement new information or software systems through ongoing self-education. A proven record of dependability, punctuality, and maintaining strict confidentiality is essential. The candidate should demonstrate a strong work ethic and a willingness to go above and beyond to support leadership and organizational success. They need to maintain exceptional composure and flexibility when facing sudden schedule changes or last-minute requests. Additionally, the role involves supervising technical personnel. Oversee all AFSCME’s events completely, including liaising with vendors, scheduling, logistics, and on-site execution. The individual must manage multiple priorities under tight deadlines and assist other IT staff with problem-solving.
Duties:
- Responsible for assembling all equipment needs, preparing shipping manifests, and arranges for shipping of all equipment, cabling, and supplies for conventions, conferences and events.
- Inventories equipment upon arrival at conferences, conventions and events, works on distribution and setup, packing and inventory of equipment for return shipment.
- Provides onsite technical support at all conferences and on-site events, Information Technology to identify instances when additional support is required.
- Develops training materials and curriculum; conducts classes on technology topics.
- Acts as project leader for major hardware/software upgrades or roll-out of new technologies (hardware and/or software) and coordinates scheduling with other departments.
- Serves as single point-of-contact for coordination and scheduling of resources for office moves for HQ and field offices.
- Closely interfaces with and supports the efforts of the IT department analysts by sharing knowledge and working with them on problem resolution.
- Interfaces with developers and management to detail software or hardware problems and user requested software and hardware requests.
- Evaluates various software and hardware by reviewing technical documentation and demonstrations.
- Writes articles, newsletters and other documentation to communicate key information to departments and external organizations.
- Develops troubleshooting guides and other documentation to foster user self-sufficiency.
- Writes and reviews other documentation, including software release information and procedures.
- Documents work performed in accordance with department standards and reports on progress and status of assigned projects to senior management for both self and other support analysts. Keeps tracking system updated in a timely manner.
- Suggests ways to improve the department’s procedures and standards based on process analysis and results evaluation as well as information gained from external sources.
- Keeps current on emerging technologies via professional organizations, technical or functional reference manuals and magazines, and other external sources, and transitions knowledge to IT
- Builds test files, creates testing procedures and performs tests on custom or packaged software applications. Performs quality assurance on software implementation projects.
- Supports users by installing and upgrading PCs, printers, monitors, and PC peripherals, and software.
- Implements, maintains, and provides user support for AFSCME’s nationwide electronic communications system, including hardware, software, security, and related policies.
- Assists in determining the hardware and development software required to meet user requirements.
- Assists in preparation of marketing plan and materials and performing marketing associated with technology initiatives, such as AFSCME’s nationwide electronic communications system.
- Assists in the development and maintenance of computer security and disaster recovery plans.
- Performs other duties as assigned.
Requirements:
Education and Experience
Graduation from an accredited four-year college or university with a degree in Computer Sciences or a technical institution with an appropriate degree/certification in a related field and a minimum of five (5) years of experience in technology support, help desk, network administration, or any equivalent combination of education and experience which provides the following knowledge, skills and abilities:
Skills Requirements:
- Advanced knowledge of maintaining, installing and testing user hardware, such as PCs, printers and PC peripherals.
- Working knowledge AFSCME and its functional business areas to be supported.
- Advanced knowledge of electronic communications software applications, set up and administration.
- Knowledge of emerging software, and hardware technologies.
- Advanced knowledge of hardware selection, testing and implementation.
- Ability to communicate effectively both orally and in writing.
- Ability to produce training materials and curriculum for adult audiences and to make strong presentations.
- Ability to develop application deliverables, such as project plans and user application documents.
- Highly skilled in the use of office automation software products, such as word processors, spreadsheets, and graphics packages.
- Skilled in the use of hand tools required in the installation of hardware and cabling (e.g., electronic testing equipment, cable connector devices).
- Skilled in the use of PC development tools and conventions (e.g., databases, report writers).
- Strong interpersonal skills and ability to work under pressure and time constraints.
Travel & Work hours
- Travel and extended work hours may be required.