Service Desk Specialist

Join a Mission That Matters

We are seeking a customer-focused and technically skilled Service Desk Specialist to join our IT team. In this role, you will serve as the primary point of contact for employees requiring technical support, providing first and second-level assistance for hardware, software, network, telecommunications, and access-related issues. You will play a vital role in maintaining reliable technology services by troubleshooting and resolving technical problems, managing user accounts, deploying technology solutions, and ensuring timely response to incidents and service requests.

$23.00-$25.30/hour

• Medical Benefits - $30/month for an individual (opportunity to add dependents) $750 deductible, 100% covered after.
• Dental
• Vision
• 401(k) - 3% employer match
• Life Insurance
• Flexible Spending Account
• Vacation/Sick Accrual
• Holiday Pay
• Eligibility to participate in the Public Student Loan Forgiveness (PSFL) Program

• Provide exceptional IT support by serving as the first point of contact for employees, resolving technical issues through phone, email, remote support, and the ticketing system.
• Troubleshoot and maintain technology including computers, mobile devices, printers, operating systems, network connectivity, Microsoft 365 applications, collaboration tools, and other business systems.
• Manage user access and technology resources by administering accounts and permissions, supporting onboarding and offboarding, maintaining technology inventories, and tracking software licenses and equipment life cycles.
• Support workplace technology and projects by configuring and deploying equipment, assisting with system upgrades and implementations, and supporting conference room, audiovisual, phone, and virtual meeting technologies.
• Collaborate and drive continuous improvement by documenting solutions, creating knowledge base resources, coordinating with vendors and technical teams, ensuring compliance with security standards, and following up to deliver an outstanding customer experience.

In this role, you'll combine problem-solving, customer service, and technical expertise to help employees stay connected, productive, and successful every day.

• High school diploma or GED required;
  Associate degree in Information Technology, Computer Science, or related field preferred.
• Minimum three (3) years of Help Desk, Service Desk, or technical support experience in a Windows-based environment.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365 applications, VPN technologies, Active Directory, and user account administration.
• Demonstrated experience supporting PCs, laptops, printers, mobile devices, tablets, and peripheral equipment.
• Ability to diagnose, troubleshoot, and resolve hardware, software, connectivity, and user access issues.
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
• Excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.
• Professional demeanor, adaptability, willingness to learn, and commitment to continuous improvement.
• Ability to travel to and support multiple organizational locations as needed.

• Experience with service desk ticketing systems and IT service management tools.
• Experience supporting Apple/iOS devices and environments.
• Experience in nonprofit, healthcare, or human services organizations.
• One or more industry certifications such as:
• CompTIA A+
• Network+
• Microsoft Certified Desktop Administrator Associate
• Other relevant Microsoft Certifications

• Make a meaningful impact in the lives of individuals and families in our community.
• Partner directly with leaders across the organization to shape workforce strategy.
• Influence talent acquisition, compensation, engagement, and culture initiatives.
• Work in a collaborative, mission-driven environment that values diversity, inclusion, and continuous improvement.

This…