IT Support Specialist

2 weeks ago

Southfield, Michigan, United States Luminate Staffing Full time
Job Overview

Position Summary

Luminate Staffing is dedicated to enhancing educational outcomes and fostering community development. Our mission is to support individuals in achieving their full potential through effective literacy programs. We are seeking an IT Support Specialist who will play a vital role in ensuring the smooth operation of our IT systems.

The IT Support Specialist will be tasked with the initial assessment and resolution of IT support requests, adhering to established service level agreements (SLAs). This role involves creating instructional materials and training resources to empower staff and tutors in utilizing various technologies. Additionally, the specialist will assist in preparing IT equipment for distribution and maintain an organized inventory of all technology assets. Strong organizational skills and the ability to manage multiple tasks efficiently are essential.

Key Responsibilities

  • Conduct initial assessment and resolution of IT support inquiries.
  • Utilize a ticketing system to track IT support requests.
  • Troubleshoot issues related to applications, hardware, operating systems, and connectivity.
  • Oversee the installation, operation, and maintenance of hardware and software.
  • Collaborate with vendors and other resources to resolve technical issues.
  • Maintain a comprehensive inventory of hardware and software changes using asset tracking tools.
  • Document all policies and procedures clearly and thoroughly.
  • Facilitate training and support for end users on desktop applications, email, file management, and security protocols.
  • Work closely with Literacy Programs to ensure effective recording and storage of sessions.
  • Set up user profiles and workstations in collaboration with the IT Manager to ensure appropriate access.
  • Resolve connectivity and internal technical issues, coordinating with relevant staff and vendors.
  • Communicate solutions to users through appropriate channels.
  • Assist in developing training documentation and resources for new staff and tutors.
  • Provide on-site support for equipment at local schools as needed.
  • Occasional after-hours or weekend support may be required.
  • Travel to remote locations may be necessary to provide IT assistance.
  • Support the IT Manager in establishing best practices and organizational IT policies.

Qualifications and Skills

  • Minimum of 3 years of experience in an IT support role.
  • Exceptional customer service skills.
  • Proficient in system administration and technical support.
  • Experience with implementation and configuration of IT systems.
  • Knowledge of compliance and security protocols (Security+ certification is advantageous).
  • Familiarity with project management principles (PMI certification is a plus).
  • Understanding of quality assurance methodologies (Six Sigma, Lean, ISO 9001, etc. is beneficial).
  • Experience with agile methodologies (Scrum, Kanban, etc. is a plus).
  • Proficient in supporting Microsoft Office 365, Teams, SharePoint, Windows 11, and SaaS applications.
  • Experience in asset inventory management for hardware and software.
  • Familiarity with preparing and decommissioning IT equipment, particularly Chromebooks, laptops, and PCs.
  • Experience with the Apricot database platform is a plus.
  • Ability to troubleshoot remotely and communicate effectively with off-site staff.
  • Experience working collaboratively in a high-performance team environment.
  • Detail-oriented with strong verbal and written communication skills.
  • Valid driver's license and access to personal transportation for travel as required.
  • A demonstrated commitment to supporting underserved communities through education is preferred.

Work Environment

This position is primarily office-based.

Physical Requirements

While performing the duties of this role, the employee will frequently sit, use hands, and communicate verbally. Specific vision abilities required include close vision and the ability to focus on computer screens and documents. Light filing may be required, and the ability to lift and move items may be necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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