IT Support Specialist

Job Summary:

The IT Support Specialist is part of a collaborative team of professionals that ensures that Chrysalis staff and clients have the technology resources they require to achieve their mission. The team maintains a secure, robust corporate network environment that supports hundreds of users and devices spanning multiple locations. They support and ensure secure access to multiple online platforms outside of the network. They provide timely and effective support to users across the organization.

The IT Support Specialist will provide technical support to users within the organization. The IT Support Specialist will troubleshoot a variety of systems and must be familiar with the operation and all functions of these systems and understand areas where end users may find difficulty. Evaluates user needs, defines technical problems, and works with the Director of Information Technology in developing long term solutions. Assists in implementing these solutions. Performs ongoing activities to maintain and enhance overall system performance.

Duties and Responsibilities to include but not limited to:

• Oversees large systems, including software and hardware used across the organization and provides support to them included but not limited to (Teams/Teams Voice, Office 365, Chrysalis University, Google Suite, ThoughtFarmer/Intranet, Power Platform, etc.)
• Manages Exchange and Active Directory entries. Act as Google Drive and SharePoint Administrator.
• Responsible for naming and inventory of all equipment, including Onboarding and Offboarding procedures, ensuring that all equipment is accounted for and systems and databases are updated at the time of exit.
• Provide expertise and technical knowledge about an application or suite of applications.
• Answer queries and resolve issues with software applications and escalate or close tickets as necessary. Document known issues and develop long-term solutions.
• Maintain, troubleshoot, and repair computer systems, including remote installations.
• Manage all hardware setup and its deployment process, ensuring that new computers and other equipment are deployed and in use as quickly as possible using PDQ or Intune.
• Monitoring and maintenance of all conference rooms and classrooms, ensuring that computer and telecom equipment is up-to-date and functioning properly.
• Create standard operating procedures and train users on specific applications.
• Support and backup of the other IT Team members at times of vacation, leaves, and peak-workload.
• Other duties as assigned.

Job Skills & Qualifications:

• Commitment to Chrysalis’ Mission, Vision and Values
• Training and experience supporting and troubleshooting latest Windows OS and Microsoft Office applications in a corporate network environment.
• Strong organizational skills
• Ability to prioritize competing tasks and projects.
• Experience working with a Help Desk trouble ticket system.
• Strong customer service attitude and communication skills (written and verbal)
• Able to work independently.
• Reliable transportation to travel between meetings and sites, as needed (mileage reimbursed)

Physical Demands:

• Prolonged periods of sitting and using equipment and computers
• Lifting of computer equipment, supplies and materials from time to time.

FAIR CHANCE HIRING STATEMENT
Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ community.