IT Support Specialist

This is a two-person IT department. You will be the hands-on support lead for about 46 staff, reporting directly to the IT Director, and your work will help take the department to the next level. The ideal candidate enjoys solving everyday tech problems and can explain technology to non-technical colleagues with patience and clarity. Responsibilities

• Provide Tier 1 support for a Mac-based environment running Windows on Mac and Microsoft 365.
• Troubleshoot login and account access issues, app failures, and Microsoft 365 problems such as Word errors, OneDrive syncing and saving, and SharePoint stability.
• Support remote staff, and maintain office equipment and on-premises servers during onsite days.
• Write and maintain knowledge base articles so staff can solve common issues on their own.
• Help plan and present IT lunch-and-learns and training on new software and IT topics.
• De-escalate frustrated users and communicate clearly with non-technical staff.
• Partner with the IT Director on projects that improve and grow the IT function.

Technical Support, Technical Support, Nonprofit, Problem Solving Skills, Microsoft Windows Operating System, Microsoft Product Family, Apple Macs, Microsoft SharePoint, Microsoft Access Database, Identify Issues, * Hands-on experience supporting macOS in a business setting (required).

• Strong working knowledge of Microsoft 365, including Word, OneDrive, and SharePoint.
• Experience supporting Windows in a Mac environment, or the ability to learn it quickly.
• Experience in a help desk or Tier 1 support role.
• Excellent verbal and written communication skills, with patience and a customer-first attitude.
• Ability to work onsite 2 3 days a week, and more when needed.

Preferred Qualifications

• Basic server and hardware support experience.
• Experience writing documentation or training materials.
• Certifications such as CompTIA A+, Apple Certified Support Professional, or Microsoft 365 Fundamentals.

• 37.5-hour work week, generally 8 4 or 9 5, with some flexibility.
• After-hours or weekend work only in rare emergencies, such as a server outage., * Health, dental, vision, life, and disability insurance, with 90% of employee premiums paid by the employer.
• Accrued vacation and sick time plus 5 flexible days; carryover capped at 5 weeks.
• Support for professional development and continued learning.