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IT Support Services Specialist
2 months ago
Position Title: IT Support Services Specialist
Salary: Competitive
Role Summary: The IT Support Services Specialist will collaborate closely with our personnel and Managed Service Provider (MSP) to assist in the implementation of new technological initiatives and provide ongoing support. Our MSP is responsible for Proactive Maintenance and Monitoring of Desktops, Laptops, and Servers, Unlimited Help Desk Support, and Comprehensive Account Management. This role will serve as a key internal resource, working alongside our team, guided by our MSP, to assist with fundamental troubleshooting, equipment inventory oversight, and addressing issues that require on-site intervention. Training opportunities will be available through our MSP to support the Specialist's advancement into higher-level roles.
Work Schedule: Full-time, Monday to Friday, with shifts between 9 AM and 5 PM. Occasional overtime, evening, and weekend work may be required.
Primary Work Location: Primarily based at our Administration office with a minimum of 4-5 days per week.
Local Travel: Regular travel during work hours to various offices within the region. A company vehicle will be provided for this purpose.
Overnight Travel: Occasional company-sponsored overnight travel (including vehicle and accommodation) may be required for up to approximately 10 days per year to establish and maintain technology at our operational sites.
Key Responsibilities:
- Service Desk Support: Provide technical assistance to all staff members.
- Troubleshoot technical challenges, including hardware issues, with support from Tech Impact.
- Execute basic system administration tasks such as user account creation and password resets.
- Promptly escalate issues in line with established protocols.
- Conduct proactive maintenance on client workstations as directed.
- Travel to locations to resolve issues that cannot be addressed remotely.
Customer Service:
- Address customer concerns and challenges independently.
- Exhibit strong customer service skills while interacting with staff.
- Communicate recurring technical issues to Tech Impact Account Management.
Qualifications:
- Exceptional customer service abilities.
- Strong troubleshooting skills.
- Excellent communication skills, capable of conveying technical information to non-technical users.
- Effective analytical and creative problem-solving capabilities.
- Meticulous attention to detail and accuracy; highly motivated and results-driven.
- Ability to handle confidential information with discretion.
- Proficiency in PCs and Microsoft Office Suite.
- Strong organizational capabilities.
- Familiarity with or a desire to engage in human services or related fields.
- Experience or interest in working within a rapidly growing nonprofit environment.
- Ability to work independently and collaboratively within a team.
- Capacity to manage multiple projects under tight deadlines.
- Ability to work effectively with individuals from diverse backgrounds.
- Must pass a background check and drug screening as required by local regulations.
- Authorization to work in the United States for any employer is required.
- Availability for occasional overtime, evening, and weekend work.
Driving Requirement: A valid driver's license is necessary for driving a company vehicle to transport equipment. Drivers must be at least 18 years old and must pass a Motor Vehicle Report for insurance purposes.
Preferred Qualifications:
- Experience with cloud-based technologies such as Office 365.
