Essential IT Support Specialist Job Duties include, but are not limited to :
- Provide Windows desktop, network and mobile devices support to staff via on-site visits, remotely, over the phone and resolve help desk tickets
- Assist with implementing IT projects including networking, servers, and endpoints
- Help with asset management and staff onboarding and off-boarding
- Provision new equipment for staff
- Troubleshoot areas of poor IT performance and identify effective solutions to resolve issues both in the immediate future and for the longer term
- Meet or exceed user staff expectations on response quality, timeliness of responses, and overall experience.
- Comfortable working independently and ability to complete assigned projects on time
- Ability to communicate technical concepts clearly and effectively, both in writing and verbally
- Track and thoroughly detail technology issues through helpdesk ticketing system
- Other duties, as assigned
Educational level, Experience, & Other Requirements :
- At least a High School degree or equivalent certifications
- Minimum of 3 years of related experience
- Strong troubleshooting skills for issues that may impact networks, printers and other peripherals
- Outstanding customer service and interpersonal skills
- Demonstrated skills in developing technical solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practicable, and consistent with organization objectives.
Skilled in root-cause analysis.
- Strong organizational skills and ability to prioritize tasks among many competing requests
- Demonstrated understanding of IT Support as part of a business function (SLA’s, ITIL practices, etc.)
- Experience with supporting the following IT platforms is preferred (VPN, ADDS, GPO, DNS, RADIUS, DFS, Virtualization, Salesforce, Google Workspace, and other SAAS application)
- Strong experience with Windows Operating Systems (10, Server 2012, 2016, 2019)
- Understanding of network connectivity and troubleshooting related user issues.
- Experience working in a non-profit, community-based, and / or professional office setting environment, preferred
- Strong commitment to the philosophy, goals, & mission of RAMS, including providing culturally competent services in a community setting
- Strong interpersonal skills and ability to work effectively, function independently, and interact professionally with a diverse, multi-cultural, and interdisciplinary staff of all levels
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