Job Description

As unapologetic promoters of Cleveland, Destination Cleveland's team works every day to attract visitors, inspire visitors and locals alike to explore and connect people to experiences that illustrate Cleveland's diversity, creativity, and contagious passion. We're in the business of equitably growing the region's economy through travel and tourism while also cultivating a passion for Greater Cleveland. As the only organization charged with marketing Cleveland outside of the region, we never stop talking about the city. We know the region inside and out. We roll up our sleeves and get the job done for The Land. We're a group of expectation-exceeding, fun-loving, innovative professionals.

SUMMARY OF POSITION

The Information Technology Support Specialist is responsible for the end-user support of the organization's hardware and software technology resources. These responsibilities will be performed in a timely, reliable and professional manner while ensuring a high level of customer satisfaction. This position will assist the organization in gaining the most leverage from our technology investments that also include virtual and hybrid environments heavily utilized in our flexible workplace policy.

Position Note: Due to the shared leased office space agreement between Destination Cleveland and Greater Cleveland Sports Commission at 334 Euclid Ave. in Cleveland, Ohio, the scope of this position and its essential duties and responsibilities are inclusive of both Destination Cleveland and Greater Cleveland Sports Commission employees, interns and contractors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide initial technical support to all internal and external users of organization's technology resources such as hardware assets and peripherals, software systems, phone system, mobile devices, printers, audio/visual equipment, security cameras, door access control, and network equipment.
• Diagnose and resolve or escalate technical issues utilizing additional internal or external resources as needed.
• Keep documented records of support incidents; evaluate records for trends to support long term solutions
• Administer support procedures and IT service management software.
• Perform onboarding and offboarding tasks while maintaining user access to technology resources.
• Conduct IT orientation sessions for new employees
• Provide support to staff with setup of remote office and use of remote/virtual tools.
• Provide technology support and setup for offsite events such as board meetings, activations, annual meeting and sales tradeshows.
• Provide training and educational resources to end users on the proper use of hardware and software assets, while adhering to IT policies.
• Maintain inventory of assets by tracking their assignments, maintenance, and lifecycles.
• Proactively monitor hardware endpoints in order to evaluate and optimize performance and respond to system alerts when necessary.
• Monitor enterprise software application portals for outages and updates to applications.
• Maintain & leverage strong positive relationships with appropriate technology vendors, suppliers, and partners.
• Perform installs, upgrades, repairs and maintenance tasks on the following technology resources: laptops, desktops, tablets, computer peripherals, building security, multifunctional printers, VoIP phones, mobile phones, A/V equipment, operating systems, email, etc.
• Assist with maintaining deployment process for technology endpoints, as well as continuous system and application updates.
• Assist with performing reoccurring audits of technology infrastructure.
• Assist with product evaluations and major project implementations.
• Assist with creating, gathering, and reviewing relevant internal IT reports
• Assist and support other areas of Organizational Management as needed.
• Communicate effectively with users to understand their technical needs and provide appropriate solutions.
• Maintain professional, industry, and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Other duties and projects as assigned.

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.

Job Requirements

• Excellent written, oral, and interpersonal communication skills.
• Excellent problem-solving skills.
• Ability to professionally handle stressful situations.
• Ability to work in a team-oriented environment.
• Ability to multi-task and easily change focus to a different task.
• Ability to prioritize workload.
• Installation, configuration and troubleshooting of enterprise software & operating systems.
• System administration & support in Windows & Apple platform environments.
• Strong customer service values.
• Role is expected to be onsite in main office the majority of the time. Ability to work flexible hours when required.

EXPERIENCE AND EDUCATION

Two-year degree from an academic institution AND minimum one year of related experience

OR

Minimum of three years related work experience

REASONING ABILITY

Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to work with a variety of individuals and teams such as but not limited to leadership & board members, less technology capable teams and individuals, external guests and stakeholders.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Must be proactive, flexible, and resourceful.

PHYSICAL DEMANDS

The physical demands and work environment 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.

Viewing computer monitors

Sitting

Standing for community functions, presentations, etc.

Ability to lift up to 25 pounds

WORK ENVIRONMENT

Office environment; moderate noise.

Compensation details: 55000-55000 Yearly Salary

PIcf73abfb54f4-30492-36158626

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