IT Support Specialist

The IT Support Specialist provides friendly, responsive, user-centered technical support for the organization’s computer systems, hardware, and software. This role tackles daily hardware and software issues through active listening, clear communication, and patience while performing routine maintenance to keep systems secure and running smoothly.

• Associate Degree in Computer Science, Information Technology, or a related field; or at leastone year experience in a technical support capacity and professional certifications.
• Must be able to communicate effectively both verbally and in writing with technical and non-technical staff.

• Serves as a point of contact for technical assistance; diagnoses and resolves hardware,software, and network issues for staff in a timely and patient manner.
• Performs routine updates, patches, and maintenance on workstations, mobile devices, and peripherals to ensure system efficacy.
• Handles setup, configuration, and deployment of new computer devices.
• Handles user account creation, password resets, and permissions.
• Identifies and resolves common network connectivity issues.
• Maintains records of support inquiries and their resolutions in the ticketing system; create andupdate internal user guides and FAQ sheets.
• Monitors systems for security vulnerabilities and ensure all endpoints comply with establishedsecurity policies and standards.
• Assists in maintaining an accurate inventory of all hardware, software licenses, and IT assets.
• Interacts with staff on all levels to ensure IT issues are resolved in a timely and satisfactory manner.
• Performs various cross-functional tasks to support the broader nonprofit mission as assigned.

• Active listening skills to diagnose root causes faster, and prevent miscommunication
• Ability to remain calm, professional, and reassuring when supporting frustrated or anxioususers.
• Methodical approach to troubleshooting and the ability to prioritize.
• Experience with troubleshooting various operating systems.
• Familiarity with Microsoft 365 administration and endpoint management tools.
• Strong interpersonal skills with the ability to explain technical fixes to non-technical users
  clearly and patiently.

$26.44 - $31.25 /Hour