IT Support Specialist

Overview

Launch is dedicated to ensuring a brilliant start for all children.  Through our preschool, after school and summer programs, we provide equitable access to the highest-quality learning and care in a safe, enriching environment that prepares children for success in school and life. Our programs serve a diverse group of over 1300 children ages 3-12 and are located on-site in 9 Seattle public schools, 3 community centers, and a Renton site. Drawing on more than 40 years of experience, we serve as a proven model of effective programming and a passionate advocate for children, families and communities. Launch strives to live an anti-racist, inclusive existence, and welcomes diverse voices, experiences, and perspectives.

Position Summary

The IT Support Specialist is intended to provide immediate assistance, in a coordinated approach, towards user support (end-users) and to the Information Technology & Data Services Manager for the purpose of Launch IT system needs. The goal of this position is to provide specialized support and assistance for our internal users; support current and new technologies, systems and devices as well as assist the IT Manager in a variety of on-going projects as needed. The ability to analyze and problem solve key IT issues in a timely manner with minimum supervision is essential to being a successful support specialist at Launch. The ideal candidate will provide efficient IT support, both remote and on-site, to our diverse client base, with a specific focus on supporting and maintaining Microsoft Windows 10, 11 and android operating systems. You will also need to know and use Cloud-based systems such as Microsoft 365 and be adaptive to other IT systems within Launch.   

Key Responsibilities and Duties: 

IT hardware & software mgmt. support

• Assist in maintaining Launch’s various software systems including: 8x8, Procare, Dashlane, DocuSign, Jira & QB
• Assist w/ inventory and collective site data
• Hardware-Desktop setup/support; Windows PC’s / Android Devices
• Work with staff to assess, document; then fix or update current tech hardware, software, etc.
• Create new users in Active Directory & Microsoft 365
• Work in Microsoft 365 Admin center

IT infrastructure development and process management support (incl.App. & Data Mgmt. support)

• Organize and update spreadsheets for IT data materials (from old to current, updating each, etc.), incl. account correlation with accounting, expenses, etc., in conjunction with Fin and IT Mgrs.
• Help update and maintain Launch’s various systems (Procare, QB, 8x8, etc.)
• Support IT Policy & Procedure and SOP development – which guides the framework for all Launch IT processes, trainings and resources
• Convert, modify and/modify existing forms, templates, or other materials (i.e., to fillable PDFs, etc.) 

End-User Implementation & Training Support

• Help with IT onboarding, offboarding, records, etc. w/ 8x8 phone units, software & hardware
• Utilize an IT ticketing system to intake and manage end-user issues
• Support coord. of new device intake, prep, deployment (incl. adding to inventory, IT Equip. Form mgmt., etc.) and review of policies/SOPs directly with staff
• General ‘tech help’ for incoming 1st 2nd tier tickets
• IT Onboarding for new Launch staff

Other duties as assigned: which may include data entry and particular IT documentation as directed, project support, and other needs

Qualifications

• Some advanced education/credits in Information Technology
• Certification in Information Technology will be an advantage (e.g. CompTIA A , Microsoft Certified IT Professional)
• Good, practical knowledge of IT systems, networking, IP configurations, etc.
• Good grasp of IT Networking Fundamentals, including IPv4, Core network sharing protocols, security basics, and good troubleshooting skills.
• Good fundamental knowledge of Office 365 applications including Teams and SharePoint
• Base Knowledge of Microsoft Active Directory (adding users/editing/groups/etc.)
• Able to work flexible hours and have reliable transportation a must
• Knowledge of WordPress and website support a plus

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving abilities while multi-tasking; ability to exercise sound judgment.
• Exceptional organizational and time management skills
• Self-sufficient with the ability to adapt to a changing environment with a sense of urgency.
• A detail-oriented team player with strong communication skills for interfacing with vendors, colleagues, and management.
• Ability to effectively prioritize and handle multiple tasks.
• Excellent verbal and written communication skills
• Excellent customer service and organizational skills
• Open to learning about new software and systems

Conditions of Employment

• Ability to obtain and maintain requirements established by the Washington Department of Early Learning such as a completed portable background check 
• Must attend any required training

The statements contained in this job description reflect general details as necessary to describe the principal functions of the job.  It should not be considered an all-inclusive listing of work requirements.   Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.