Job Summary:

Serving Our Seniors Administrative Assistant & IT Trouble-Shooter Job Description Job title:

Administrative Assistant & IT Troubleshooter Status:

Full-time, non-exempt (Hourly) $22.00/HOUR Reports to: Director and Quality Assurance Manger Position summary : This position has a combined responsibility of providing: 1. Administrative support primarily to the Director and Quality Assurance Manager. 2. Serving as the primary contact person when communicating computer related problems/needs to the IT Services company, in contract with Serving Our Seniors. 3. Addressing IT related problems for co-workers. In doing so, teach co-workers basic knowledge, when appropriate , so they can develop their own IT troubleshooting skills. Near perfect attendance and arriving at the work station on time. Strong technology skills, as well as written and verbal communication skills are a must. This position requires a high level of tolerance for frequent interruptions, as well as, self-direction, confidentiality and professionalism. Experience or a strong, demonstrable, aptitude to troubleshoot IT issues in the following areas:

• Computer hardware problems and related devices (scanners, VOiP desk telephones, printers, copier) and barriers to logging into soft telephones, computers (with and without the assistance of the contracted IT Services Company and/or the assistance of the software developer).
• Microsoft Office, Pivot Tables , Outlook, Microsoft Teams, Zoom, client database and running reports from the client database.
• Multi-tasking in the areas of office administration, light marketing (social media, MailChimp, Canva, Publisher), composing letters and memos, policies and procedures.
• Respecting the confidentiality of clients and co-workers.
• Dealing with frequent interruptions throughout the day.
• Daily tasks will include trouble-shooting computer related issues to include showing co-workers what they don't understand when using mailchimp, excel, word; managing multiple schedules/calendars for the Director and QA Manager and managing available meeting room space.
• Prioritizing and responding to emails and phone calls, providing assistance with staff meeting minutes, board meetings, creating the staff meeting agendas, preparing materials for board meetings, proactive assistance / anticipate what will be needed in advance of being asked, with regard to the tasks having been assigned.
• Cross training for light event planning, coordination of board meetings and staff meetings.
• Keep the Director and QA Manager on track with completion dates and deadlines.

A positive "can do" attitude. This position is essential in contributing to and helping maintain a reassuring, friendly and professional office environment.

Key responsibilities/outputs:

• Assist the QA Manager and Director, when needed , to create and revise policy and procedure for this position.
• Compose, develop and implement policy and procedure related to this position.
• Maintain a current list of IT equipment and peripherals used to plan for replacement at the appropriate time.
• Assist QA Manager and Director with key stakeholders (co-workers and contracted IT service company) to ensure satisfactory resolution of all issues.
• At the direction of the QA Manager, work on special IT related projects, such as implementation and training of new software/hardware adoptions. This includes, but is not limited to helping co-workers with hardware and software problems; and how to use / trouble-shoot their own hardware or software problems.
• Knowledge of and ability to troubleshoot a variety of technologies, including telephone systems, printers/faxes, computers, and various mobile devices.
• Meet deadlines at the direction of the QA Manager or Director to ensure maximum efficiencies and compliance with critical timelines/schedules and third-party needs.
• Aptitude to learn new and updated hardware and software adopted by Serving Our Seniors.
• Provide basic technology support for all co-workers including desktop, laptop, cell phone and tablet troubleshooting, to ensure Serving Our Seniors can conduct business while in the office and at other locations.
• Greet vendors in the office, as well as via the telephone and electronic communication, in pleasant and professional manner.
• Work with co-workers to ensure accuracy and documentation of all information needed to reconcile IT billing.
• Cross train with co-workers to conduct light marketing and public awareness through the agency website and social media.
• Cross train with the Office Manager on miscellaneous tasks.
• Conduct general research as needed to troubleshoot IT issues to resolve any disputes, grievances or inquiries with contracted IT consulting business and/or software developer.
• Ensure protocol is established and implemented regarding security of facilities, records, files, and materials.
• Create positive work environment through maintaining a positive attitude, proactive and regular communications, activities, and management of work flow and interactions.
• Maintain a clean and organized workspace.
• Other delegated tasks as needed.

Essential skills/knowledge and attributes:

The successful candidate for this position will have, at minimum, the following skills, experience and characteristics.

• Exceptional organizational skills and attention to detail as related to files and documentation, scheduling for the QA Manager and Director.
• The natural ability to contribute to and foster a healthy, collaborative work atmosphere.
• Creative problem solving skills.
• Proactive, entrepreneurial attitude to identify potential problems and opportunities for learning.
• Resourceful with respect to the ability to resolve issues early and help Serving Our Seniors be as efficient and effective as possible.
• Deadline oriented and detail driven to ensure maximum operational efficiencies and compliance with critical timelines/schedules and the needs of the contracted IT consulting business and/or software developer.
• Critical thinking to evaluate multiple solutions and recommend the best solution for the internal needs of Serving Our Seniors while delivering the most positive outcome for all stakeholders (QA Manager, Director, quality client service, IT vendor relations).
• Fast, efficient and able to handle multiple projects and demands while ensuring a positive environment and demeanor; flexible and adaptable to handle change.
• Strong written and verbal skills to produce regular communications, in English, to various stakeholders, including employees, partners, vendors, etc.
• Knowledge of basic computer and mobile device functions and ability to provide entry-level troubleshooting.
• Motivated to continue to learn more advanced IT troubleshooting skills, as well as other administrative functions, as the opportunity arises.
• Integrity, ethical and moral behavior regarding practice operations, client confidentiality, and overall co-worker interactions.
• Continued interest in learning and personal development to grow as a leader, to understand the Serving Our Seniors operations, through cross training and to help the organization render exceptional geriatric social service.

Credentials, Education and Experience:

• At least 2-5 years minimum IT experience within a professional services office or through schooling or personal development.
• Experience assisting multiple professionals and competing priorities throughout a workday.
• Post-secondary education desirable, but not required.

Measurement:

This position will be evaluated in part, based on the following outcomes.

• Satisfactory stakeholder (co-workers and vendors) feedback as related to the organizational and functional requirements of this role.
• Ability to meet or exceed performance goals, to include arriving on time and excellent attendance. (To be developed as tasks are assigned.)
• Smooth daily interaction with all co-workers. Using daily interactions to develop new IT related policies/practices/procedures and implement those IT related policies/practices/procedures.
• Accuracy and timeliness of completing routine and special tasks.
• Critical thinking and problem solving skills that ensure operations continues uninterrupted on a regular basis.
• Arriving at your work station on time with near perfect regularity.
• Near perfect attendance.

Work Environment:

• This position is a professional office environment. Office environment / design is an open floor plan. Professionalism, mutual respect and discretion are required.
• Position will require answering a telephone for matters requiring support of the QA Manager and Director, communicate with co-workers and other stakeholders, use a computer and various software applications, and move from area to area to all co-worker workstations in need of being properly supported with IT.
• Position may involve light lifting up to 30 lb and cleaning to ensure the office continues its operations.
• Less than 10% of time could be required for travel within Erie County to support co-workers and their IT needs to fulfill their job.

Pay:

$22.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Application Question(s): Will you undergo an FBI and BCI background check?

Education:

Associate (Preferred)

Experience:

administrative and IT trouble-shooting: 2 years (Preferred)

Language:

English (Preferred)

Work Location:

In person