IT Support Specialist

We are actively searching for our next IT Support Specialist.   This role provides Tier 1 support to Tri Delta staff, volunteers and members and supports the administration of IT-managed platforms. This role is part of a shared IT service that supports all of Tri Delta's business entities and teams, including Tri Delta Fraternity, Tri Delta Housing, Park Street Properties and Tri Delta's Foundation.

The person in this role should have strong customer service and communication skills, as they will be interacting, cross-collaborating, and communicating with staff, volunteers, members, and stakeholders to provide IT assistance and continue to grow and expand upon our current IT support structure and strategies. There are many opportunities to work with staff in all of Tri Delta's departments and be an innovator in thinking "outside of the box" to provide support and work towards solutions.

This role will work in a  hybrid format out of our Executive Office in North Dallas, with about 40% in-office time (or as needed). 

This position is eligible for the following benefits: medical, dental, vision plans, retirement plan, paid time off, company provided laptop, other ancillary benefits and more. We look forward to reviewing your application for the IT Support Specialist position!

Responsibilities will include, but are not limited to, the following:  

• Tier 1 Support 

  • Process, respond, manage and close help desk tickets for technical support within the prescribed response and closure timeframe using the ZenDesk platform.  Create reports on ticketing trends using ZenDesk. 
  • Participate in continuous learning opportunities to provide high quality support to the organization 
  • Provide assistance and training to staff and volunteers in the use of technology equipment and software. 
  • Escalate to Tier 2 or higher support as needed and when issues are escalated, continue to monitor to ensure that they are being resolved. 
• IT Asset Administration 
  • Keep the current record of all physical IT assets in the asset management system. 
  • Support the identification, purchase, preparation and delivery of new equipment for staff. 
  • Recommend retirement of assets and manage the environmentally sustainable disposal of retired assets. 
  • Maintain readily deployable assets for new employees and for temporary use. 
• IT Platform Administration 
  • Maintain the record of software utilized by the enterprise and provide that record as part of the annual operating plan. 
  • Manage enterprise-wide software platforms, including users, performance, updates, outages. 
  • Work with supervisor and IT vendor to manage and implement the enterprise cybersecurity plan. 
  • Reconcile software billing and make recommendations for cost savings opportunities. 
• IT Vendor Liaison 
  • Serve as the main point of contact with Tri Delta’s Managed Services Provider (MSP).