Information Technology Support Specialist

2 weeks ago

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

Position Summary

Luminate Staffing is a nonprofit organization dedicated to enhancing literacy and fostering educational growth within communities. Our individualized tutoring approach aims to elevate students to grade-level reading proficiency swiftly. We also integrate creative arts to inspire a lifelong passion for learning.

The IT Support Specialist will play a crucial role in managing initial assessments and resolutions of IT support requests, adhering to established service level agreements (SLAs). This role involves creating instructional materials and guides to assist staff and tutors with various technological platforms. Additionally, the specialist will provide training for new personnel and manage the preparation and distribution of IT equipment, ensuring an accurate inventory of all technological assets.

Key Responsibilities

  • Conduct initial assessments and resolve IT support inquiries.
  • Utilize a ticketing system to track 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 address technical issues.
  • Maintain comprehensive records of hardware and software changes using an asset tracking program.
  • Document all policies and procedures in writing.
  • Facilitate training and support for end users regarding desktop applications, email, file management, and security protocols.
  • Coordinate 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 to software and network resources.
  • Resolve connectivity and technical issues, coordinating with relevant staff and vendors.
  • Communicate resolutions to users through appropriate channels.
  • Assist in developing training documentation and resources for new staff and tutors.
  • Provide on-site technical support at various locations as needed.
  • Be available for occasional after-hours or weekend support.
  • Support the IT Manager in establishing best practices and organizational IT policies.

Qualifications and Skills

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

Work Environment

This position is primarily office-based.

Physical Requirements

Regularly requires sitting, using hands, and effective communication. Vision requirements include the ability to focus on computer screens and documents. This role may involve light filing and the ability to lift and move items as necessary.

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

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