IT SUPPORT SPECIALIST

The IT Support Specialist is an entry-level position responsible for level one help-desk support in the IT and technical environment of the organization. This position is primarily responsible for handling support service requests by phone, email, and the tech support ticketing system for workstations, servers, printers, networks, IP phones, IP cameras, and vendor-specific hardware and software. This position also assists in monitoring reliability of network infrastructure and operating systems on multiple platforms and supporting documentation and implementation processes in collaboration with IT management. The work schedule will be Monday through Friday with occasional work after hours or on the weekends as needed. This position will also take part in a regular, on-call rotation to provide support to critical business systems each weekend.

Essential Duties:

1. Provides quality guest service to both internal and external guests by maintaining a WILD (friendly, helpful, positive and professional) working attitude and appearance.

2. Provides technical help-desk support to users of the network, including but not limited to: Microsoft Office, Microsoft Server products, Microsoft Exchange and all major applications including Raiser’s Edge, Galaxy POS, network connectivity, file and print sharing, etc. in order to produce redundant and reliable support of the ACNC’s technical environment.

3. Troubleshoots hardware, software, and network issues on computers, mobile devices, IP phones, IP cameras, AV equipment, and IoT devices.

4. Provides training and support of existing and new technology to staff as needed.

5. Installs and maintains workstations, phones, and peripheral computer equipment.

6. Performs several preventative maintenance tasks to ensure the reliability of IT infrastructure and services.

7. Supports current documentation and implementation processes.

8. Supports and maintains policies and procedures for LAN/WAN usage throughout the organization.

9. Provides support and expertise to the Technology plan for the ACNC.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments).

1. High School degree or GED required. College degree in Computer Science, Information Technology, or related field preferred

2. Broad knowledge of software applications, PC and network hardware.

3. Exceptional customer service skills to both internal and external customers.

4. Excellent oral, written, and interpersonal communication skills.

5. Ability to work independently and in a team environment.

6. Demonstrated ability to manage multiple projects and schedules simultaneously.

7. Demonstrated ability to communicate effectively with both technical and non-technical customer.

8. Ability to lift 50 pounds and able to move computer equipment, printers, etc.

9. Able to bend, stoop, crawl and walk on uneven surfaces.

10. Must be able to work a flexible work schedule to include evening and weekend hours, and for on-call emergencies.

11. Possession of a valid driver’s license.

12. Ability to pass pre-employment background check, drug test, fingerprint clearance, and DMV check.