IT Service Level 1

JOB TITLE:

Level 1 Support Staff:
User & Sister IT Services

Range: $

Part Time – 3 Days/Week (Tuesday through Thursday) in office.

Sustained by their relationship with God and one another, the Sisters of Mercy mission inspires employees to respond with compassion to the needs of people who are poor, sick, and uneducated. We foster an inclusive, collaborative, and mission-driven environment for both our staff and religious community.

The Sisters of Mercy of the Americas is seeking a customer‑focused IT Support Specialist I to provide Level 1 technical support to employees and women religious across a global organization. This role supports PCs, Macs, mobile devices, Office 365, connectivity, onboarding, and helpdesk requests while delivering exceptional customer service.

• Respond to helpdesk tickets and support calls
• Troubleshoot PCs, Macs, mobile devices, and software issues
• Provide onsite, remote, and phone support
• Set up new user accounts and equipment
• Support Office 365, phone systems, and meeting room technology
• Troubleshoot wired and wireless connectivity
• Escalate issues when needed
• Travel between offices as required

Required

• Associate’s degree in IT or related field, or equivalent experience
• At least 1 year of IT support experience
• Strong customer service and communication skills
• Proficiency with Microsoft Office 365
• Ability to multitask and work independently

Preferred

• Experience with helpdesk ticketing systems
• Experience with IT Glue or RMM platforms
• Nonprofit or religious organization experience

• Technical Troubleshooting
• Customer Service
• Problem Solving
• Communication
• Organization & Time Management