IT Support Specialist

The IT Support Specialist provides comprehensive technical support to end users, covering both hardware troubleshooting and software system administration. This role ensures that all technology systems at OMS run smoothly, enabling staff to carry out their daily responsibilities efficiently while maintaining a positive customer experience., * User & Technical Support

• Provide prompt and courteous assistance to end-users via phone, email, and in-person
• Assist users with login issues, password resets, and basic account management
• Diagnose and resolve issues related to desktops, laptops, printers, scanners, and software applications
• Responsible for setup, distribution, maintenance, and ongoing support of computer equipment and peripherals
• Maintain the Microsoft Teams phone system, including setting up extensions, voicemail, and training o Forward issues to the appropriate team member; escalate complex problems to external resources as needed
• Respond to software inquiries via ticketing system, phone, email, or chat, providing clear and actionable solutions
• Identify and troubleshoot issues with OMS software applications including Salesforce, SiteStacker, Accounting Seed, BambooHR, and DonorElf
• Documentation & Reporting
• Maintain accurate records of support requests, resolutions, and interactions using the help desk ticketing system
• Generate reports on common issues and trends for continuous improvement
• Software Administration & Vendor Relations
• Work with vendors during implementation of new software packages or major enhancements
• Test new application releases in a Sandbox environment prior to deployment
• Work with users to identify needed reports and collaborate with vendors to develop or modify them
• Work with the Database Administrator to ensure data consistency within the Salesforce environment
• Training & Customer Service
• Conduct onboarding training sessions for new employees on OMS software programs and procedures
• Educate end-users on system functionalities and best practices
• Ensure a high level of customer satisfaction through effective communication and problem-solving
• Collaboration
• Collaborate with IT team members to identify and implement solutions
• Participate in training sessions to stay current on technological advancements

• Bachelor’s degree (B.A./B.S.) preferred, or three to five years of related experience and/or equivalent combination of education and experience.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Thorough knowledge of Office 365 (Word, Excel, PowerPoint, SharePoint) is desired
• Knowledge of data management tools is beneficial.
• Passion for missions and interest in One Mission Society
• Strong attention to detail and excellent organizational skills
• Clear and effective oral and written communication
• Ability to maintain confidentiality
• Proven strong customer service skills with a customer-focused attitude
• Ability to work cooperatively within a team and independently on multiple projects
• Strong interpersonal skills; able to share knowledge with users at all technological levels
• Capacity to quickly learn new software packages