Administrative Support IT Department
Frederick, MD

Job Description

SUMMARY OF POSITION

This is an administrative support position offered by Way Station, Inc., requiring general and specific knowledge of how to manage accounts from an administrative perspective. This person will report to the Director of IT and will be responsible for all managing and tracking Cell Phones, Cable TV connections, Analogue Phone Services, Internet and VOIP Circuits accounts within the WSI environment as well as generally supporting administrative functions of the IT Department. This person will be responsible for purchasing of all phones, plans for the phones, upgrade and activation, making changes and cancellation of services. This person will also handle all ordering for the IT department. This can and will involve licensing renewals, ordering of equipment for IT and other department's technology orders.

ESSENTIAL DUTIES & RESPONSIBILITES:

Assist in developing and maintaining appropriate IT process as they relate to the items stated above

Administrative Support for IT Staff.

Communicate schedule changes to staff as needed

* Setup meetings as required with the staff and clients.
* Performs administrative duties required to support project management staff and ongoing operations.
* Assists IT staff with administrative and system tasks required to manage user provisioning and termination.
* Administers User Training programs, and assist employees with training scheduling.
* Assists IT Staff with administration of department intranet services, including managing IT content.
* Serves as Record Manager for all IT documentation and content.
* Performs other administrative activities as directed.
* Update department policies and procedures as needed.
* Sort and deliver mail to IT department.

Managing and Processing IT Order and Invoices

* Enter and track Purchase Requisitions, Purchase Orders, and invoices for all department procurement.
* Review the monthly IT orders and assure their accuracy.
* Handling department accounting- invoices, expense reports.
* Works closely with Accounting department to ensure accurate and timely submittals and record-keeping; works closely with vendors to develop and maintain invoicing procedures.

Cell Phones and Cable TV Connection Management

* Maintain list of authorized cell phone users. Issue new phones to staff members, and reclaim phones when no longer needed or authorized. Help staff with cell phone problems or questions. Keep custody of unused phones and accessories.
* Track all Way Station landline business phones, numbers and service providers (local and long-distance). Arrange for business service connection and/or disconnection.
* Maintain list of authorized long-distance phone users. Add or delete users as required.
* Review internet service provider bills every month. Check with IS department to verify accuracy of cost allocation plan.
* Inventory of all Cell Phones and input this data into Active Directory. This will assure that when a staff is terminated that we are aware of all collect all the WSI assets which were given to that staff member.
* Prepare monthly cell phone usage reports and distribute to department heads and supervisors.

IT Asset Management

* Maintain Inventory of IT Assets and order supplies as required.
* Keep a track of loaned IT Equipment and ensure their return and deployment to appropriate locations.
* Maintain licenses and upgrade schedules
* Management and support of assets such as cell phones, tablets, security cards.

Help Desk Ticket Management

* Act as the single point of contact to the customer for all types of service requests
* Process incoming service requests from clients
* If Required, assign tickets to the appropriate IT Department technical staff for resolution
* Provide regular updates to the staff regarding resolution and progress status
* Follow-up with IT Department technical staff to assess and promote ticket resolution escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution Close tickets.
* Daily assessment of outstanding tickets and follow-up with IT Department technical staff and the WSI staff
* Communication with staff as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
* Ensure fast turnaround of customer requests Create monthly ticket reports for clients.

WSI Staff IT Onboarding and off boarding Management

* Setup new staff in Active Directory
* Help new staff with network login, email and voicemail credentials
* Keep track of WSI employee terminations
* Help with overall management of employee IT onboarding and off boarding process
* Conduct New Employee IT orientation.
* Keep track of all employee IT equipment requests

Perform other duties as assigned by the Director of IT

Technical Knowledge and experience:

* A minimum of 1 year of experience in IT-related project administration is required. Must have proven administrative skills associated with project office or operational support functions including the development of correspondence, the coordination and scheduling of meetings, training sessions and conferences, and the oversight of daily office operations.
* Basic knowledge in desktop and network support and troubleshooting in a Microsoft environment is a plus (but not required)
* Must have experience in using basic software applications such as Microsoft OS (XP, Vista, 7, 10, 8 & 8.1), Microsoft Office (Word, Excel, Outlook, Etc...), Apple OS and Help Desk or Service Desk ticketing systems
* Knowledge of troubleshooting Cell phone and VOIP issues

General knowledge and experience:

* This position requires very strong organizational and communication skills
* Must have working knowledge and experience in an IT Service Desk or Help Desk environment. Must be able to coordinate the successful completion of multiple service tickets at once.
* Must have outstanding written and spoken English communication skills to successfully communicate ticket status updates to clients.
* Must be a team player with a proactive, positive "can do" attitude and a strong work ethic
* Ability to multi-task and work well under pressure and in a fast-paced environment
* Ability to work in a team and communicate effectively
* Excellent attention to detail with strong organizational skills
* An energetic, enthusiastic, team player with the desire to grow both personally and professionally.
* Professionalism is a must with the ability to foster and develop staff loyalty
* Willingness to learn and apply concepts of psychosocial rehabilitation as they relate to interactions with members.
* Knowledge of and ability to perform procedures and practices required in maintaining an effectively operating accounting system.
* Ability to use or willingness to learn the current processes in place as they relate to IT ordering of equipment and licensing. As well as the current Cell Phone ordering and billing process.
* Ability to communicate orally and in writing.
* General office and clerical skills, including data compilation and entry, filing, attention to detail and follow-through.
* Willingness and ability to examine one's own behavior, feelings, and attitudes to facilitate a productive relationship with Way Station's employees, administrators, consumers, vendors, and providers.

QUALIFICATIONS:

* Bachelor's Degree required
* Two years' positively referenced, relevant work experience.
* Valid driver's license or alternative transportation plan.