IT Support Specialist

STATUS: Non-Exempt
REPORTS TO: Chief Operations and Technology Officer
MISSION: Performs a wide range of duties related to IT operations, ensuring proper workflow to meet deadlines. Provides quality IT support to internal stakeholders.
INTENT: Employee must possess a general understanding of IT principles and practices, and how these principles affect the management of the organization's IT infrastructure.
PRINCIPAL ACCOUNTABILITIES:
IT Operations:

• Set up new computers, phone, and account information.
• Update, track and maintain equipment inventory.
• Assist in testing and deployment of new applications and systems.
• Assist in upgrading and maintaining desktop and server systems.
• Phone and in-person contact with staff to support technology and end-user support needs.
• Perform diagnostics and deliver requested and recommended repairs in a timely fashion.
• Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment, and software.
• Troubleshoot and resolve basic hardware and software issues, including password resets and user account creation.
• Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Support remote personnel with PC, laptop, and connectivity issues.

Security:

• Works with Managed Service Provider to help maintain security measures to protect IT systems and data.
• Conducts regular security audits and assist in producing and reviewing risk assessments.
• Responds to security incidents and breaches, ensuring timely resolution.

Compliance:

• Ensures compliance with all federal and state laws and regulations related to IT.
• Completes all assigned compliance training in accordance with the designated schedule.

Interpersonal/Team Skills:

• Establishes and maintains effective rapport within the department as well as with other internal/external customers, vendors, management, etc., to ensure quality services and products.
• Keeps manager informed of potential internal/external customer concerns, etc. Ensures manager is informed of any potential impedance to the performance of assigned tasks. Solicits help and input as necessary.
• Negotiates and resolves conflicts regarding work assignments, communicating problems, suggestions, etc., to manager as appropriate.
• Participates in work unit or organizational activities that enhance the efforts and goals of the organization and/or team.
• Contributes to teamwork by taking the initiative to assist co-workers, actively participating in staff meetings, suggesting productivity improvements, complying with attendance and other human resource policies, and being proactive in problem resolution.

MINIMUM JOB and EXPERIENCE REQUIREMENTS:

• 1-2 years of prior IT experience.
• Reasonable understanding of IT principles, network management, and IT security.
• 6 months experience diagnosing, troubleshooting, or remediating technology and application issues (preferred).
• Understanding, knowledge, and expertise with O365 services (preferred).
• Knowledge of Active Directory Domain Services and ability to administer users and computers (preferred).
• Excellent verbal and written communication skills, strong problem-solving skills, and attention to detail required.
• Good knowledge of IT systems, software, and hardware.
• Demonstrated effective time management skills and ability to work in a team environment to accomplish work assignments under deadlines.
• Regular attendance required.

Scope of Responsibility: The employee has significant IT and organizational responsibilities. The nature of the work is such that failure to perform satisfactorily has a costly and significant impact on part of the organization. This position has no direct supervisory responsibilities.
Internal Contacts: This position has contacts with senior management officers or officials, managers, professional employees, or program administrators, and non-managerial employees, which involves exchanging information.
External Contacts: This position has contacts with business or professional representatives of outside groups, agencies, or organizations, outside clerical, production, or service employees or job applicants, and business or professional representatives of client or competing organizations or governmental enforcement agencies, which involves explanation and discussion of complex information through the use of human relations skills and exchanging information.
Physical Demands: The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines, fax machines, calculators, and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods, lifting, and carrying.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Schedule:

• 8 hour shift

Work Location: In person

Salary : $55,000 - $65,000