IT Support Specialist

About Us:

• If you’re looking for an opportunity to transform the lives of poor and homeless men, women, and children in your community, we may have a job for you.
• Since 1972, Metropolitan Ministries has been providing life-changing solutions for those who are homeless and at risk of becoming homeless in Tampa Bay.
• We are a grassroots, donor, and volunteer-fueled community nonprofit. At Metropolitan Ministries, we serve families in Hillsborough, Pinellas, Pasco, Polk and Hernando counties with compassion, practical help, and a willingness to make a huge difference.

What we offer:

· Salary: $19.00 - $20.00

· Group health, vision, and dental coverage at affordable rates, along with family coverage if you choose to purchase it.

· Preventative care is 100% covered (free) on all plans.

· PTO is offered to full-time and part-time employees.

· 11 days of PTO and 10 paid holidays annually.

· Option to participate in the 401K plan with employer match.

· $15,000 in employee Life Insurance paid for by Metropolitan Ministries.

· Employee Assistance Program

· Option to participate in supplemental group insurance plans at affordable rates.

· Tuition reimbursement program

· Training and career development.

· Discounted membership at the YMCA.

Job Functions:

The IT Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance. Receiving, prioritizing, documenting, and actively resolving end user help requests.

Essential Responsibilities:

• Troubleshoot problem areas (in person, remote, by telephone, or via e-mail) in a timely fashion and provide end-user assistance.
• Assist systems staff when deploying new software and upgrade installations.
• Provide quality technical support services and customer service on a consistent basis.
• Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support for client-specific applications including cloud-based services
• Basic technical support at the network level: LAN
• Troubleshoot a variety of computers, IP phones, peripherals, networking, or related software and hardware issues.
• Assist in workstation life cycle rotations.
• Provide and apply accurate and efficient technical and practical solutions to solve customer issues.
• Identifying and escalating issues quickly to responsibility owner.
• Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer interaction, ensuring completion before closing service requests.
• Maintain technical asset inventory.
• Develop user training manuals, help sheets, frequently asked questions and procedures.
• Consistently meet and exceed goals and service levels for customer service, technical quality and first call resolution.
• Basic understanding of the needs of the organization and its mission.
• Meet personal goals and actively contribute to the achievement of team and organizational targets/goals as stated on the KPI and in the annual plan. Attend required staff meetings and on-going trainings. Complete other duties as assigned.

Education and Experience:

Computer science coursework or equivalent work experience: 2 years. A+ and/or Network + certifications are a plus. A minimum of 3-years of experience in a help desk support environment is required. Experience with service desk ticketing systems. Experience supporting Microsoft Office 365. Experience with Active Directory (account management).

Skills Requirements:

Troubleshooting of Microsoft Windows operating systems. Troubleshooting of Mobile and tablet operating systems such as Android and iOS.…