Seeking an IT Support Services Specialist II for our nonprofit client to work hybrid (on-site two days per week). This is a Tier II level role. There is a chance for full time employment. For now it's listed up to a one year contract.

Summary:

The IT Support Services Specialist II provides technical support and resolves problems of a moderately complex nature for all staff, both onsite and remote, while providing exemplary customer service. Under direct supervision of the Support Services Help Desk Manager, installs, maintains, tests and repairs applications, systems, and networks. Assist in implementing requests or projects and in determining information systems needs assessments as requested. May provide functional direction to staff.

Responsibilities and Duties

• Performs general problem solving and assistance on diverse software applications and systems for staff.
• Respond to tickets in accordance with SLA guidelines
• Resolve escalated Tier 1 support tickets
• Provides individual and/or group instruction and training to staff on new or updated technologies.
• May lead lower graded staff performing similar type of work.
• Maintains and inputs applicable records such as, but not limited to, network users, software licenses, and tracking inventory levels of equipment and materials.
• Input and reconcile billing information.
• Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems.
• Assist in streamlining and automating IT operations processes, including, but not limited to,
• Develop scripts to automate processes \ procedures
• Participate in the review, evaluation, recommendation and implementation of new technologies and solutions relating to IT operations.
• Assist in the identification of processes \ procedures \ projects \ scope of work we can pull back from MSP and accomplish in house
• Review and update current documentation on SharePoint.
• Serves as primary project member on technology projects.

Qualifications and Requirements

• Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software
• Previous experience using Jira or other ticketing system.
• Experience managing Active Directory
• Proficiency in Microsoft Office applications: Outlook, Word, Excel.
• Proficiency with SharePoint preferred.
• Ability and willingness to travel to client sites as needed.
• High attention to detail; excellent organizational, time management and written and verbal communication skills to coordinate multiple projects and manage multiple deadlines; commitment to transparency.
• Ability to generate timely and detailed documentation.

Minimum job requirements

• Bachelor’s degree preferred but not required; GED and at least 3 years of experience directly related to the duties and responsibilities specified.
• Higher education and/or experience that is directly related to the duties specified may be interchangeable on a year for year basis.

Other Characteristics

• Ability to work in a collaborative team environment.
• Customer service mentality.
• Excellent interpersonal skills, attendance record, and the ability to work independently
• Creativity to try innovative ideas and initiative to execute projects with minimal supervision
• Experience with and commitment to working in a truly diverse workforce