IT Support Specialist

WHO We Are:

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high quality schools to grocery stores selling fresh foods resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans, to working with partners to demand that lawmakers change unjust policies.

We are seeking an IT Support Specialist to join our team!

The IT Support Specialist will provide fast and useful technical assistance on computer systems, answer queries on basic technical issues and offer advice to solve them. We are looking for a Support Specialist who has good technical knowledge and is able to communicate effectively to understand the problem and explain its solution. This individual must also be very customer-oriented and patient.

WHAT You’ll Do:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email, or through our ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs and ticketing system.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Contribute to developing training materials and procedures or conduct training to users in the proper use of hardware or software.
• Prepare documentation of procedures or changes in procedures.
• Maintain Loaner Laptop Inventory.
• Perform other duties as may be deemed necessary.

WHAT You’ll Need:

• High School diploma or equivalent and 1 year IT experience and/or training OR an equivalent combination of education, training, and experience.
• Hardware troubleshooting/repair experience (PC’s laptops, printers, other peripherals).
• Knowledge of the following and ability to user provide support in each:
• Mobile application (cell phones, mobile devices, etc.).
• Computers and Electronics – knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Client e-mail support (Office 365).
• Software support (MS Office, Internet, financial software, security).
• Remote user support (VPN, wireless).
• Hardware troubleshooting/repair (PC’s laptops, printers, other peripherals).
• Knowledge of Remote and wide area software deployment.
• Must be able and willing to work flexible hours to include on-call support.
• Ability to travel as needed; valid driver’s license required.
• Good communication, customer service and presentation skills.

If you are interested in who we are and what we do; have a strong desire to work in an organization that places a high priority on teamwork and collaboration; and are interested in working to help create economic opportunity for all – THIS is the place for you! Click the “apply now” button to apply!

Compensation:

Competitive nonprofit compensation, based on experience, plus a generous benefits package.

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.