Information Technology_Support Analyst

Job Description

Job Title

Department

FLSA

Reports to

Date

Information Technology Support Technician

Information Technology

Non-Exempt

Chief Information Officer

May 2025

General Purpose:

Provide information technology support, including hardware, software, networking and telecommunications to Judson’s associates and residents.

Essential Duties and Responsibilities:

· Implement, maintain and troubleshoot hardware, software, network and telecommunication systems.

· Monitor and respond to Zendesk Help Desk requests; identify need for remedial actions.

· Coordinate technology service delivery for resident moves.

· Provide audio/visual support to residents and staff for presentations and meetings.

· Create and update information technology operations, end user and resident training documentation.

· Assess need for information technology equipment; purchase equipment as authorized.

· Train staff and residents in the use of various technologies.

· Maintain updated knowledge related to new technologies, assess applicability for the organization and make recommendations accordingly.

· Participate on committees as assigned.

· Serve on an on call basis; troubleshoot and resolve system problems.

· Provide the people we serve with clear opportunities to direct their own lives and decide how they will spend their day.

· Ensure a safe environment for residents and utilize tools and equipment in a safe manner.

· Report all hazardous conditions including incidents, injuries, and equipment to the appropriate Supervisor immediately.

· Adhere to mission statement and all company policies including, but not limited to job description, HIPAA, Residents’ Rights, annual TB test, and education assignment completion.

· Adapt to changes in responsibilities in a positive manner, be receptive to new ways of completing tasks, and is flexible in carrying out other duties as assigned.

Qualifications

A. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.):

· Demonstrated knowledge of information technology support functions: Microsoft Operating Systems, Microsoft 365, networking, telecommunications; typically acquired through an Associate’s Degree.

· Ability to troubleshoot streaming services such as DirecTV and Netflix.

· Working knowledge of senior living consumer, in-home technologies, such as Alexa and Sonos.

· Demonstrated problem solving and troubleshooting skills.

· Ability to collaborate with team as well work individually.

· Demonstrated written and oral communication skills; ability to communicate technical information to non-technical personnel and/or residents both orally and in writing; ability to listen and process other’s points of view.

· In-depth interpersonal skills: demonstrated trust, integrity, compassion and ability to effectively deal with all types of people.

· Customer service skills.

· Valid driver’s license in the State of Ohio.

B. Essential Physical Demands and Working Environment (the physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.):

· Ability to see, communicate, hear and utilize electronic communication devices.

· Office and facilities work environment.

· Ability to lift, push, pull and carry up to 50 lbs.

· Minimal travel.

C. Previous experience that is necessary background to qualify for this position:

· Moderate level of systems support or related experience.

Judson Core Values: This position requires incumbents to exhibit the skills necessary to represent and support Judson’s Core Values: Accountability, Belonging, Collaboration, Communication, Innovation and Integrity.

Acknowledgement: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as

an exhaustive list of all responsibilities, duties and skills required of personnel so classified, and such responsibilities, duties and skills may be changed by Judson Services, Inc. management at any time.

Full-time