IT Systems Support Specialist

SUMMARY

Provides tier one / two user support for all synod systems and technical resources, general customer service, and designs, configures, monitors and administers WELS (Wisconsin Evangelical Lutheran Synod) networks and server environments by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• User Support: Troubleshoots and triages support requests to determine the appropriate course of action. Provides tier one/two support for hardware, WELS Cloud access, application access, specific database and web systems, and general printer management.
• Help Desk Management: Assists in managing the help desk system, ensuring all tickets are handled appropriately and in a timely manner.
• Microsoft 365: Configures, deploys, and troubleshoots Microsoft 365 and related office software applications. Administers Microsoft Exchange, Microsoft Teams, Microsoft 365 environments, Configures and maintains Azure Intune management of Windows/Mac workstations and mobile devices.
• Account Management: Assists in setting up and maintaining user accounts, passwords, and Azure Active Directory information.
• SharePoint Support: Supports internal and external WELS Cloud users with SharePoint permissions, setup, organization, and maintenance.
• Hardware Management: Manages hardware inventory records and arranges for the disposal of end-of-life equipment. Loaned Hardware: Manages loaned hardware resources and orients users to its proper use.
• Workstation Maintenance: Performs installation, configuration, maintenance, and troubleshooting of end-user workstations, hardware, software, and peripheral devices.
• AV Equipment: Sets up and assists users with AV equipment in all conference rooms.
• Server Management: Monitors, configures, and administer servers in Microsoft Windows and Linux environments, including Local Virtual and Azure-based servers. Applies server and business application patches and updates. SSL Certificates: Manages requests and deploys SSL certificates for applications and servers.
• Network Services: Configures Active Directory, DNS, DHCP, printing, and other network services in coordination with the Director of Information Services.
• Consultation: Confers with external consultants and providers to recommend hosting, connectivity, and network services. Research and Implementation: Recommends, research, tests, and implements network software, hardware, and outsourcing solutions.
• Process Evaluation: Regularly evaluates processes and procedures for efficiency and effectiveness, making suggestions for improvement, and produces documentation for all tasks within their responsibility. Review, analyze and report help desk statistics.
• User Training: Provides new user training and orientation.
• Other duties as assigned.

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Other duties may be assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Associates degree in networking/security or equivalent from two-year college or technical school; or three to seven years related experience and/or training; or equivalent combination of education and experience with firewalls, routers, security appliances, Windows workstations, servers and Linux operating system security and internals. Security related certifications, such as CompTIA Network , Security and CSA , preferred