IT Support Specialist

17 hours ago

Charlottesville, Virginia, United States Thomas Jefferson Foundation Full time
Job Title: IT Support Specialist

We are seeking a highly skilled and experienced IT Support Specialist to join our team at the Thomas Jefferson Foundation. As a key member of our IT department, you will be responsible for providing top-notch technical support to our staff and ensuring the smooth operation of our computer systems.

Key Responsibilities:
  • Provide Tier 2 technical support for our staff, addressing and resolving complex incidents and requests in a timely and professional manner.
  • Manage all incidents and requests to ensure that work is completed to the satisfaction of our customers.
  • Contribute to the development and maintenance of self-help knowledge bases and document typical requests and incidents, resolutions, and work-around procedures.
  • Identify, evaluate, promote, and implement technical support best practices.
  • Mentor, support, and cross-train other help desk technicians.
  • Stay up to date on current corporate products and versions in use at the Foundation.
  • Look for opportunities to automate and streamline processes and procedures.
  • Assist vendors with service calls for IT systems and services.
Requirements:
  • Excellent telephone manner and email communication skills.
  • Ability to effectively balance high volume productivity demands with analytical troubleshooting and problem resolution.
  • Ability to troubleshoot in a high-level systematic way, identify symptoms, research cause, and communicate solutions.
  • Understanding of basic networking concepts, including network troubleshooting for connectivity issues, DHCP, DNS, and use of tools like PING and NSLOOKUP.
  • Good time management skills, self-motivated, willing to accept feedback.
  • Excellent interpersonal skills for written, oral and face to face communications, for technical and general business issues.
Preferred Qualifications:
  • Scripting with PowerShell 2.0 or above.
  • Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification or experience.
  • Experience with conferencing and audio/visual systems.
Physical Considerations:
  • Lifting and carrying of 50 lbs. with or without assistance.
  • Bending, stooping, crawling required on weekly and sometimes daily basis.
  • Must be comfortable working in enclosed and tight spaces.
  • Must be comfortable working on ladders.
  • Monticello is located on a mountaintop - walking on inclines and uneven terrain is required.
  • Personal use of car to transport equipment and to travel to and from various Foundation locations is required.
Benefits:
  • Excellent benefits package (including medical, dental, vision, 401(k) retirement savings plan plus 6% match, life insurance, and more).
  • Fitness club membership discount.
  • Discount in the Monticello Caf, gift shop, and Monticello online catalog.
  • Employee Assistance Program (EAP) - free for employee and dependents.
  • $500 employee referral bonus.
  • Exciting quarterly social events for all employees.

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