IT Support Specialist
About The Position
SUMMARY: In partnership with the systems administration team, provide direct IT support and customer service, facilitating IT software and hardware projects, and performing IT maintenance tasks of varying complexity. BEHAVIORAL EXPECTATIONS: Follows the principles of the Foundation’s core values: Trust, Respect, Integrity, Commitment Motivated to contribute to the success of the Foundation Communicate effectively Teach through example and service Practice professional curiosity and desire to learn Detail-oriented Maintain confidentiality Work safely ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide direct user support and telephone support to Foundation staff accessing Foundation resources Maintain the Foundation IT knowledgebase, self-service portal, and service catalog Produce support and training materials for internal and external audiences Train, coordinate, and support all customer-facing staff in the use of Zendesk to deliver high-caliber customer service across the Foundation Proactively communicate with users to anticipate issues, problems, and questions Modify and customize IT solutions based on user requirements Facilitate IT software & hardware projects and other special projects assigned OTHER DUTIES AND RESPONSIBILITIES: Participate in ongoing training and education Perform other duties as assigned Willing and able to work remotely
Requirements
- High School Diploma
- Coursework in Computer Science, Mathematics, or other related technical fields
- Direct experience with computer hardware maintenance and/or software installations/upgrades may substitute for formal coursework
- Experience with Microsoft Windows hardware/software
- Experience and proficiency with Microsoft Office Suite applications
- Ability to follow directions, work collaboratively with supervisors and users, and finish tasks in a timely fashion
- Attention to detail and ability to document problems/efforts/solutions in a clear manner
- Customer service oriented with an ability to maintain pleasant and professional interactions in crisis situations
- Communicate effectively with peers and stakeholders
- Maintain confidentiality as required and appropriate
- Willing and able to work remotely
Responsibilities
- Provide direct user support and telephone support to Foundation staff accessing Foundation resources
- Maintain the Foundation IT knowledgebase, self-service portal, and service catalog
- Produce support and training materials for internal and external audiences
- Train, coordinate, and support all customer-facing staff in the use of Zendesk to deliver high-caliber customer service across the Foundation
- Proactively communicate with users to anticipate issues, problems, and questions
- Modify and customize IT solutions based on user requirements
- Facilitate IT software & hardware projects and other special projects assigned
- Participate in ongoing training and education
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
