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Job Details: IT User Support Technician

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IT User Support Technician
1.00
Salary
$44,773.00
Medical, dental & vision, paid vacation, sick time and 10 holidays/year, with 2 paid personal days. Life insurance provided, long and short term disability coverage. Retirement Plan, with MCC contribution of 7% beginning after six months of employment.
Akron
United States
Akron PA (pop 3,900) is a mid-sized town in Lancaster County, Pa., about 10 miles from Lancaster City (pop. 60,000). In 2010 the Akron Elementary School next door to the MCC office reported students newly arrived from 10 countries speaking multiple languages. Lancaster County is home to large Mennonite, Amish and Brethren in Christ communities characterized by theological as well as racial/ethnic and cultural diversity in addition to many other church traditions. Millersville University, Franklin and Marshall College, and Elizabethtown College (founded by Church of the Brethren) are located in Lancaster County. There are a number of smaller private, Bible and community colleges.

Lancaster City is ethnically diverse, with significant numbers of immigrants. The city is located within driving distance of Washington DC, Baltimore, Philadelphia, New York, Delaware beaches and the Jersey shore. Lancaster City is a place where historic preservation and a cutting-edge arts scene live and thrive side by side. It is a city that values the cultural, ethnic, and diverse lifestyles of its residents. The City of Lancaster is never short on exciting attractions and events from baseball games to community celebrations, to kids museums to operas, there is always something unique to experience in Lancaster City.  The vibrant arts community of Lancaster City is an integral part of its rich and diverse culture; museums, an art college, live theater, musical performances, plus galleries, and artist studios.

Approximately 85 MCC U.S. staff work in Akron with another 24 MCC East Coast staff who work three miles away in the MCC East Coast Ephrata Office and/or Philadelphia Office. The Akron office is an open office environment, featuring dividers between departments rather than walls.
Oct 20, 2017
Nov 20, 2017
Yes
Indeterminate
Required Qualifications:
*All MCC workers are expected to exhibit a commitment to: a personal Christian faith and discipleship; active church membership; and nonviolent peacemaking. MCC is an equal opportunity employer, committed to employment equity. MCC values diversity and invites all qualified candidates to apply.
*Legally authorized to be employed in the U.S. is required.
* Minimum high school diploma
* Minimum one year of related experience
* Demonstrable breadth of understanding of IT Systems and Issues
* Proven ability to communicate clearly in both digital and physical mediums
* Proven ability to work with users of all technical skill levels
* Proven ability to troubleshoot issues
* Proven ability to work independently and cooperatively with others
* Effective oral and written communication skills
* Commitment to peace and Christian faith
* Fluency in Spanish

Preferred Qualifications:
* Bachelors or higher degree 
* Experience providing business training to non-technical users
* Knowledge in computer hardware support, including desktop and laptop computers and printers
* Knowledge of computer networking principles
* Knowledge of Microsoft Windows client operating systems
* Knowledge of web based applications
The User Support Technician works as part of MCC's global IT team to provide support, training, and documentation for MCC IT software and systems to MCC users around the world. The position is directly responsible to the IT Associate Director for User Experience, located in Winnipeg, Canada.

This position is available as a salaried position.
Occasional evening and weekend work; Occasional long days; Work requires healthy boundaries
The User Support Technician’s time will be divided between providing front line user support, developing training materials and documentation, and providing training to end users both digitally and in person.
* Technical support to end users - 75%
* Training - 15%
* Administration - 10%


Contact/Relationships:
This position requires frequent contact with internal and external department staff to respond to inquiries and share information. Responds regularly to international staff using both English and Spanish communication skills. Works closely with others in IT User Experience team.

Supervision:
Has no direct reports. May assist in guiding work flow on a daily/weekly basis for external department staff, regional staff and international staff.

Complexity/Competencies:
The duties for this position require creativity, innovation and resourcefulness. The person must be comfortable providing direct user support via email, phone, virtually and in English and Spanish, as well as group user support, "on-call" shifts, and answering questions. The people on this team need to schedule vacation time to ensure adequate department coverage. The position requires occasional long days and occasional overnight work to support international staff.

Independent Action:
Reports weekly to the IT Associate Director for User Experience. Needs to be able to work under own initiative with ability to prioritize multiple simultaneous requests. Must be comfortable working under close supervision, independently, and also as a team player.

Initiative and Ingenuity:
The position requires a self-motivated, dependable, flexible, gracious personality.

Communication/Interpersonal Skills:
This position requires an individual with excellent communication skills, able to interact with staff at all levels and across all disciplines. The position will provide training and documentation on MCC IT systems to users, and as such will be able to clearly communicate ideas and instructions, identify issues or hindrances users are having with the IT systems, and then offer further training and documentation to overcome these issues. Must be able to communicate instructions and ideas clearly and concisely.

Tasks:
* End User Support - 75%:
1. Hardware
a. Desktop/laptop:
i. Support Windows desktop and laptop workstations on a replacement plan
ii. Maintain inventory and order supplies as needed
iii. Assist in recommending workstation improvements
b. Printer:
i. Assist in setting up and supporting printers on a multi year replacement plan
ii. Maintain printer supplies
iii. Assist in recommending printer improvements
c. Network:
i. Assist in installing, troubleshooting and repairing network cabling, switches and other devices
ii. Assist in IT department’s involvement in office moves
iii. Assist in recommending network improvements
iv. Assist in troubleshooting and supporting internet connection
2. Software
a. Messaging (including tools on the IBM stack) – assist with setup, troubleshooting and support
b. Smartphone synchronization with Notes – assist with troubleshooting and support
c. Office applications (Microsoft Office) – assist in providing support
d. Desktop antivirus – assist with setup, troubleshooting and support
e. MCC custom applications (including MRI, PlanWin, FASwin) – assist with setup, troubleshooting and support
* Training - 15%:
1. User training for new and established users.
2. Guide users in identifying functional areas where appropriate use of information technology can improve work flow and productivity
3. Take training in technologies appropriate to the position

* Administration - 10%:
1. Documentation in support of technical activities
2. Setup new user accounts; disable/remove old user accounts
3. Develop and provide user documentation as needed

This position will be a primary contact in the IT department for Spanish speaking MCC team members around the world.

* Other duties as assigned
    
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