MAF IT Support Specialist Overview

Field IT Support Specialist Job Description:

Field IT Support Specialist

Job Code:

FSS

JOB INFORMATION Position:

Field IT Support Specialist

Job Posting Title:

Field IT Support Specialist

National/Unpaid: Date Created:

3/26/2020 11:13:40 AM

Last Edited:

4/15/2020 4:28:46 PM

Last Approved:

4/15/2020 4:28:45 PM

Reports To:

Director, IT Infrastructure & Tech Support

VP Group:

Information Technology

Division/Region:

IT Infrastructure & Tech Support

Department/Program:

Tech Support

Base/Section:

Tech Support

JOB SUMMARY To provide customer support for computer hardware, software, data, communications infrastructure, backup power systems and other related technologies, as an essential part of the work of MAF so that the Gospel is proclaimed and God's Kingdom is extended.

ORGANIZATIONAL SUMMARY Mission Aviation Fellowship (MAF), a Christian nonprofit organization founded in 1945, is seeking people who share our passion for seeing the Great Commission carried out near and far. MAF operates globally, but its headquarters are located in Nampa, Idaho. As a part of this organization, this position is a vital part in bringing the Gospel, healthcare, education, disaster relief, food and clean water to isolated people in developing countries.

Manages a budget center:

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This position manages people:

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Is Aviation Job?

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Essential Functions % Essential Functions TIME

Details

55% First tier customer support • Provides support and troubleshooting for desktop hardware and software, email, network, internet connections, printers, phones, power systems and other related technology • Performs hardware and (remote) software installations and upgrades • Responds in a timely manner to customer service requests and proactively works to resolve issues • Works with second and third-tier support when needed to resolve customer issues • Creates and manages identities (user and computer accounts) and permissions in Active Directory, Office 365 and other applications • Develops support documentation for users and other IT staff • Researches and advises other I.T. staff on new technologies and tools for the desktop/user • Maintains and monitors file shares and permissions on file servers, SharePoint and other systems 15%

Network Administration, Monitoring and Systems Maintenance • Provides hardware and software troubleshooting when needed • Monitors field networks and works proactively to resolve issues

Essential Functions % Essential Functions TIME

Details • Installs or replaces network cabling, as needed • Extends field networks in order to provision internet connections at staff houses or mission partners • Manages and documents software and hardware inventories • Maintains and updates network and computer hardware • Monitors internet connections and works proactively to prevent or resolve issues • Maintains VSAT dishes, antenna towers and micro wave network connections • Monitors and maintains backup or alternative power sources (solar panels, inverters, batteries, UPSes) • Monitors and maintains server backups and restores files, as requested • Monitors and maintains anti-virus and cyber security systems • Monitors and maintains network firewalls and VLANs to keep network secure • Travels to remote bases to maintain, repair or replace network and computer hardware and power systems • Develops and maintains documentation for hardware and software systems that are deployed at each field program

10%

Systems Development and Implementation • Evaluates the suitability of MAF standard hardware and software to meet program needs • Works collaboratively with HQ staff to establish new or updated field hardware and software standards • Coordinates with relevant base managers or department managers to create system deployment plan • Works locally or travels to other bases to assist HQ team with deployment or implementation of standardized hardware and software systems • Builds and maintains custom software systems by developing new software, implementing changes and enhancements to existing software and issuing corrections as needed (all after specific approval).

5%

Training & Staff Development • Develops training materials for systems • Trains program staff in use and maintenance of deployed systems, as requested • Implements strategies for the identification, development, and integration of national staff

5%

Margin Multiplier • Provides IT support to expat staff families or other mission partners, as time permits, in order to create more margin for ministry

5%

Resource Management • Purchases network and computer hardware, software and related equipment for business needs • Monitors locally available internet offers and proposes changes when better options become available • Provides input to central computer purchasing budget

5%

Internal Partnerships & Liaison • Acts as liaison with HQ team regarding user/desktop needs and tools • Maintains good communication with other departments and provides support as needed • Acts as liaison between field programs and HQ when technical advice or expertise is required

Required Responsibilities This position requires an active commitment to the mission, values, and doctrinal stance of MAF. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.

Attends weekly chapel services and organizational meetings, if at headquarters.

If this position is filled by support-raising staff, Ministry Partnership activities that comprise 10%-15% of the job will also apply:

Career Staff Functions Ministry Partnership • Writes 4 newsletters per year; at least one or two personal communications a year with donors is encouraged in the form of cards, notes, e-mails, phone calls, or visits; thank you notes sent for all new or special gifts; updates biographical information and prayer cards every 2 to 4 years • Engages in one day per month, or the equivalent of ministry partnership work • Home Staff (US based) - Engages in two weeks of deputation activity per calendar-year, which often includes extensive domestic travel. Meets with MP Coach at least once a year and prior to a deputation trip.

• Field Staff (Overseas based) - Engages in deputation activity for at least 1/3 of furlough time, which often includes extensive domestic travel. Works with MP Coach at each furlough on deputation planning.

• Takes immediate fund-raising action when the monthly support target is increased or if support level drops; the goal is to remain above the minimum career staff support target • Due to the independent, ongoing ministerial nature of Career staff duties, all Career staff are designated as exempt regardless of their other job functions

Core Competencies Demonstrates values-based competencies in line with the core values that are the foundation of all activities performed by employees in order to achieve the Mission of the Company:

Fulfillment:

As a servant in passionate pursuit of what God is calling us to do, seeks to accomplish His purpose and plan.

Responsibilit As a steward of God's resources, seeks to be accountable to make wise use of all He entrusts to us. y: Unity:

Appreciating our differences, seeks to function as one body to demonstrate Christ to the world.

Integrity:

Expressing honesty, transparency and humility, strives for excellence in all we do.

Trust:

Desiring mutual accountability, demonstrates care by building and strengthening relationships.

Behavioral Competencies Demonstrates behavioral competencies (patterns of action or conduct) as described below: Customer Orientation - presents a cheerful, positive manner with customers and is dedicated to meeting the expectations and requirements of internal and external customers Customer Orientation - quickly and effectively solves customer problems Fostering Teamwork - works cooperatively with others, close by and remotely, through different time zones Fostering Innovation - develops better, faster, or less expensive ways to do things Oral/Written Communication - expresses ideas clearly and concisely orally and in writing Results-Oriented - establishes workload priorities and consistently follows through with on-time completion Thoroughness - detail-oriented Technical Expertise - effectively applies technical knowledge to solve a range of problems Technical Expertise - is good at learning new industry, company, product or technical knowledge/skill Analytical Thinking - approaches a complex task or problem by breaking it down into its component parts and considering each part in detail

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Education Level

Education Details

Req Pref

Associate's degree

X

Equivalent combination of education and experience

X

Or

Experience Experience

Experience Details

Req Pref

1 Year

Information Technology customer support experience with computer hardware, e-mail, software, networks, phone, Internet and data communications

X

1 Year

Office 365 applications and infrastructure

X

And

Skills and Abilities Proficiency

Skill/Ability

Description

Advanced

skill in

computer desktop hardware, software, e-mail systems, Active Directory, And phones, printers, LAN/WAN and other related technologies

Basic

knowledge/understanding of

servers, networks, databases, internet connectivity, power systems and security

Intermediate ability in

And

effectively communicating technical concepts in a manner that enables non-technical people to comprehend and be able to effectively use that information

Licenses and Certifications Enter Licenses/Certifications

Lic/Certification Details

Time Frame

CompTIA A+ Certification or equivalent

Upon Hire

CompTIA Network+ Certification or CCNA or equivalent

Within first year

Windows Server MCP

Within first year

Req Pref X X

And And

X

Work Environment Office Environment Hangar Mail Room X Grounds and Facilities

Physical Demands A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demand

Never

Occasionally

Frequently

Weight

Standing

X

Walking

X

Sitting

X

Lifting

X

25-50 lbs

Carrying

X

25-50 lbs

Pushing

X

25-50 lbs

Pulling

X

25-50 lbs

Climbing

X

Balancing

X

Stooping

X X

Kneeling Crouching

X

Crawling

X

Extreme cold

X

Extreme Heat

X

Humid

X

Wet

X

Noise

X

Hazards

X X

Temperature Change Atmospheric Conditions

X

Vibrations

X

Reaching

X

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions

Specific Physical Demands A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demand/Work Environment

Never

Occasion ally

Distinguishes colors and discerns details

Daily

X

Exposure to dust, fumes and/or airborne particles

X

Exposure to electrical currents

X

Exposure to household cleaning supplies

X

Exposure to machanical engine parts

X

Exposure to machines with moving parts

X

Exposure to moving mechanical parts

X

Exposure to risk of electrical shock

X

Exposure to toxic or caustic chemicals, including those in the Dangerous Goods/Hazardous Materials category

X

Exposure to vapors, grease, oil, dust, solvents, and chemicals related to construction, landscaping, and maintenance duties

X

Exposure to various types of vegetation

X

Operates a fork lift in a safe manner

X

Operates a motor vehicle in a safe manner

X

Operates construction and electronic tools commonly used for construction, maintenance, and repair of facilities

X

Operates landscaping tools, vehicles, and equipment

X

Operates paint application systems

X

Requires manual dexterity

X

Uses accurate close, distance, depth, and peripheral vision

X

Uses accurate color vision

X

Uses acute hearing

X

Uses fine motor skills

X

Uses repetetive hand/body motions

X

Walks on uneven terrain

X

Works flexible hours as needed

X Little Physical Effort X Medium Work

Physical Strength:

Light Work Heavy Work

Very Heavy Work Special Instructions or Work Requirements: if incumbent must lift 50 lbs or above regularly or occasionally, indicate the reason here (physical testing may be required)

TRAVEL REQUIREMENTS Est. Amount

Brief Description

Domestic

Moderate

travel to operation centers to provide hardware and software support and implementation

International

Infrequent

furlough travel between passport country and field program or business visits from field program to head quarters

and

or

X

Valid Driver's License Required Yes/No

Reason for Drivers License

Yes

Public transport is often not available or reliable. Driving a vehicle (motor cycle or automobile) is the type transport of choice.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.