Description

The IT Specialist supports Outside In’s mission and operations by performing many aspects of IT support, including hardware and Help Desk support.

Essential Duties

• Provides first-line Helpdesk support by phone, email, screen-share and in person, primarily at downtown locations, carrying problems through to resolution or escalating/redirecting to other IT staff as needed. Provide similar support at various locations, as needed 

• Prepares and deploys computers using Microsoft Deployment Toolkit (MDT) 

• Maintains, repairs, and upgrades desktop and laptop computers and peripherals  

• Works with end-users to move, upgrade, or replace their computers as needed 

• Onboards new staff by setting them up with user accounts in Active Directory, Microsoft 365, and other systems, preparing a computer for them, and meeting them on their first day, following established protocol 

• Offboards departing staff promptly by disabling their accounts 

• Provides software support, including installation and configuration, troubleshooting, user training, and application compatibility 

• Works with vendors as needed to get software support, hardware repairs under warranty, etc. 

• Deploys and troubleshoots cellphones 

• Prepares retired devices for disposal 

• Accurately maintains the hardware inventory database 

• Maintains thorough documentation for future reference 

• Maintains organized and tidy storage areas 

• Keeps track of common IT inventory (such as peripherals and cables) 

• Implements and maintains good cable management at user workstations and any other wiring done (i.e. in server room, network closets, patch panels, etc.) 

• Maintains excellent communication with staff and managers when making changes 

• Assists with maintaining the Dialpad communication system 

• Assists other IT staff with projects relating to IT infrastructure 

• Other duties as assigned 

Qualifications

Knowledge

• Microsoft ecosystem: Windows, MS 365 suite (including Teams), Active Directory and Group Policy
• Desktop and laptop PC hardware
• Basic understanding of networking: patch panels, switches, wireless access points

Skills

• Good customer service manner in person, over phone, video chat, text chat, and by email 
• Ability to readily learn new software, platforms and processes 
• Ability and willingness to take direction from supervisor 
• A self-starter - able to work under your own initiative and keep projects moving 
• Ability to manage multiple tasks concurrently; committed to seeing assigned tasks through to completion while prioritizing appropriately 
• Experience and willingness with writing both technical and user-facing documentation and instructions 
• Detail-oriented 
• Proactive approach to prevent future problems 
• Ability to manage competing priorities; excellent organizational skills and good time management 
• Ability to work with staff of diverse backgrounds, communication styles, and technical skill levels 
• Well organized and timely 
• Supports agency mission and goals  

Education and Experience

• Experience providing IT support
• Experience maintaining computer hardware and software

Desired but Not Required

• Current driver’s license and good driving record
• CompTIA A or equivalent certification
• PowerShell experience
• Experience working in a nonprofit and/or healthcare environment

Working Conditions

This job is located in a standard medical office environment. There is limited exposure to outdoor weather while walking to surrounding sites. Remote and onsite work expected, with the majority of time spent onsite.

Physical Requirements

This job requires operating phones, computers, and other office equipment. Communicating is required on a regular basis. Negligible travel to local (walkable) and other site locations. Lifting up to 50lbs on a regular basis is also required.

Salary : $29 - $32