Job Description
Job Description
About NRHA Founded in 1940, the Norfolk Redevelopment and Housing Authority (NRHA) provides low-income families in Norfolk, Virginia with safe and well-maintained housing. It also plans and administers large-scale residential redevelopment programs within Norfolk.
NRHA is an award-winning public housing authority that has been effective in obtaining private investment partners to fund new neighborhoods; improving low-income public housing; planning and building mixed-income communities; and offering programs that support residents receiving rental assistance on their path to self-sufficiency. NRHA aims to create and apply meaningful housing and neighborhood development programs to serve all residents of Norfolk, Virginia.
NRHA looks for people who want to work in a challenging and progressive environment and make a positive difference in the community.
NRHA seeks qualified candidates for IT Support Specialist.
Summary
The IT Support Specialist is a critical leadership role for the Norfolk Redevelopment Housing Authority (NRHA). This role will provide first-line technical support to end-users, resolving hardware and software issues. The ideal candidate is a highly motivated and solution-oriented individual with strong troubleshooting skills.
Essential Functions
- Provide first-line technical support to end-users via phone, email, and in-person.
- Troubleshoot and resolve hardware and software problems.
- Install and configure computer systems and peripherals.
- Maintain IT inventory.
- Document and track support requests.
- Provide training to end-users on IT systems and applications.
- Work with other IT staff to resolve complex technical issues.
Education, Experience, and Licenses
Associate's degree or equivalent experience in IT.2 years of experience providing end-user support.Strong troubleshooting and problem-solving skills.Excellent communication and interpersonal skills.Experience with a variety of hardware and software.A , Network , or similar IT certifications are a plus.Knowledge, Skills, and Abilities
Knowledge :
Knowledge of various hardware components, including desktops, laptops, printers, and peripherals, and how to troubleshoot issues related to them.Familiarity with common operating systems (e.g., Windows, macOS, Linux) and software applications (e.g., Microsoft Office Suite, antivirus programs, email clients).Understanding of networking concepts, including basic troubleshooting of network connectivity and performance issues.Knowledge of IT security best practices and the importance of maintaining data privacy and integrity.Knowledge of IT service management systems (e.g., ticketing systems, knowledge bases) to document, track, and resolve support requests.Familiarity with remote support tools (e.g., TeamViewer, remote desktop access) to assist users when on-site support is not possible.Basic understanding of IT inventory management systems to track and manage hardware and software assets.Knowledge of the installation, configuration, and setup of computer systems, peripherals, software, and network configurations.Understanding of system updates and patch management to ensure that systems remain secure and up to date.Skills :
Strong diagnostic skills to quickly identify and resolve a wide range of technical issues, including hardware, software, and network problems.Ability to prioritize and address support requests efficiently, ensuring minimal disruption to end-users.Capability to think critically and apply logical problem-solving methods to complex technical problems.Excellent verbal and written communication skills to explain technical concepts to end-users in clear, non-technical language.Ability to listen to end-users, understand their concerns, and provide solutions in a patient and supportive manner.Strong customer service orientation to ensure positive and helpful interactions with all users.Ability to manage multiple support requests simultaneously and prioritize tasks based on urgency and impact.Strong organizational skills to keep track of inventory, support requests, and documentation accurately.Ability to provide training sessions or guidance to end-users on IT systems, applications, and basic troubleshooting steps.Skilled in creating or updating instructional materials or documentation for end-users to refer to for self-help.Ability to work collaboratively with other IT staff and departments to resolve complex technical issues.Capable of working in a team environment, providing support and guidance to colleagues as needed.Abilities :
Ability to deliver timely and effective first-line support to end-users via phone, email, or in-person, ensuring prompt resolution of issues.Ability to perform diagnostic tests and resolve hardware / software issues, including those involving peripherals such as printers, monitors, and network devices.Ability to adapt to changing technologies, tools, and processes in a fast-paced IT environment.Willingness to continually update technical knowledge and skills, particularly through certifications (e.g., A , Network ) or on-the-job learning.Ability to troubleshoot and resolve issues independently, escalating only when necessary, and ensuring that solutions are effectively implemented.Capability to maintain composure under pressure while managing user expectations during technical issues.Ability to document support requests, resolutions, and other relevant details in an organized and clear manner to facilitate tracking and reporting.Proficiency in maintaining an up-to-date inventory of IT assets, including hardware and software, and ensuring proper maintenance schedules are followed.Ability to implement and adhere to best practices in IT security, ensuring user data and organizational systems are protected against potential threats.Ability to guide users on how to follow security protocols, such as strong password practices and safe use of email and internet.Physical Demands / Work Environment
While performing the duties of this job, the employee is frequently required to sit, talk, see, or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and / or move up to 25 pounds.
NRHA offers a competitive compensation and benefits package . The compensation offer will be determined by the candidate's work history and skill set. Benefits include VRS retirement, medical, dental, and vision insurance; life insurance; long-and short-term disability insurance; tuition reimbursement options; public service loan forgiveness, and much more.
Those candidates who are selected for interview will be contacted directly by telephone. All other candidates will receive an email communication after the position is filled.
