IT Support Specialist

• Daily self-management of email, helpdesk tickets, and phone messages/calls
• Troubleshoot and repair basic computer, printer and device issues for staff and families
• Provide end-user account and services support (e.g. password resets, Google Apps) for a variety of services and systems
• Provide phone, email, and remote Internet assistance to end-users
• Provide in-person assistance to office personnel
• Provide a high level of customer service to staff and families
• Update and assign assets, maintain inventory, equipment loans and returns
• Resolve and track equipment orders and returns, ship items, RMAs and status updates
• Collaborate with other team members to implement, maintain and improve devices, services and cable network infrastructure
• Traveling may be required
• Install workstations, printers, software…etc.
• Other duties as assigned

The ITSS 1 is responsible for providing direct technical support to end-users via email, phone, as well as in person (office staff). IT Support Specialists must have thorough knowledge of common computer software, computer hardware, network printers, and network configurations common to homes and small businesses. Candidates should be comfortable managing many daily tasks and exhibit attention to detail. Candidates should enjoy working with technology, offer friendly customer support, and work well in a team-oriented environment., * Proficiency navigating and troubleshooting Windows 10/11, Mac OS X 10.10 and higher, and iOS devices

• Basic understanding of common principles in computer networking (e.g. IP addresses, DHCP, switches, routers, wi-fi etc..)
• Experience with Google Apps, Microsoft Office, spreadsheets and other commonly used business applications or services
• Experience working with web-managed networked devices such as network printers, routers
• Experience or willingness to provide technical support to end-users
• Experience or willingness to utilize remote access tools for diagnosing and troubleshooting issues remotely
• Comfortable balancing multiple tasks with regular interruptions
• Ability to lift 10-20 pounds and occasionally up to 50 pounds.
• Great communication skills; able to clearly communicate steps to resolve end user’s issues
• High school diploma and 2 or more years of helpdesk support experience required
• Associate’s degree or related certifications (e.g. MTA, A+) preferred

Highly Desired Skills:

• Experience with Jamf Pro and/or Jamf School, or other MDM solutions for Apple devices
• General command line experience in Linux/UNIX environments
• Scripting experience a bonus, * Bachelor’s (Preferred)

Experience:

• Windows, Mac, iOS, computer support: 1 year (Preferred)
• Customer Service: 1 year (Preferred), * Bachelor’s (Preferred)

Experience:

• Help desk: 1 year (Required)
• Computer hardware: 1 year (Required)

• Health Insurance (Medical, Dental, and Vision)
• Flexible Spending Account
• Health Savings Account
• Paid Tme Off
• Paid Sick Leave
• Retirement plan (403b with employer match and 457)

Schedule:

• 8 hour shift