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IT Support Specialist - nonprofit

Company: Kamis
Location: New York
Posted on: April 11, 2021

Job Description:

PLEASE READ: Excellent opportunity to give back working for a major, national non-profit. Base salary with additional income automatically contributed into employee's 403b and 401k retirement accounts (total -10%). Amazing full benefit package including significant PTO and almost 90% of health insurance paid by employer.
Currently 100% remote with no plans to reopen in 2021. However, candidates should still be able to make a hybrid commute to lower Manhattan for the future. So maybe 1-2 days per week on-site in the future, but could stay remote as well.
MUST BE AUTHORIZED TO WORK WITHOUT SPONSORSHIP.
ABOUT THE INFORMATION TECHNOLOGY DEPARTMENT:The Information Technology (IT) Department manages and maintains all technology systems for -500 staff dispersed across 35 offices, responsible for: ABOUT THE POSITION:Seeking a team-oriented, well-rounded, proactive individual to join a small Client Services team in providing amiable and efficient first and second level support to staff in a variety of technical areas. The Client Services team maintains the technical support center and handles support and service requests; manages application accounts; provides all hardware and software inventory, provisioning, and configuration; supports meeting room technology and staff needs, and provides support and troubleshooting for all productivity applications, email, and file systems. A successful candidate will work with external and internal resources, ask pertinent questions, perceive the user's objective, and quickly pinpoint accurate solutions. Support is conducted using remote control software, phone, email and in person. Verbal abilities, both spoken and written, are essential. Ability to work several technical matters at once is mandatory. RESPONSIBILITIES: This is a customer support position with an emphasis on guiding users to more effective understanding and use of productivity and business applications. Primary duties include customer support, documentation, and technical support, ticket routing and troubleshooting. The position will also be responsible for

  • Utilizing the ticketing system to gather and analyze information about a users' issues and must understand what the user is trying to accomplish in order determine the best method of resolution, which may include escalation to other Information Technology teams or working with outside vendors as needed and record in details any actions taken, describing the issue and resolution. Document and report on critical company-wide issues to management.
  • Addressing computer and other user device support with the goal of keeping users functional and able to perform their duties. The Technology Support Specialist researches and implements fixes for new issues and/or escalates to other staff if it is out of their skill set or ability to solve.
  • Creating, updating, and maintaining reference material for all staff. This includes materials needed for documenting in-house policies and procedures, productivity applications, in-house applications and OOB applications and technologies.
  • Manage, support, troubleshoot and repair computer hardware including printers and mobile devices. Configure Macs, PC's, and mobile devices to work within our infrastructure.
  • Keep abreast of technology trends and best practices in software applications and hardware to propose improvements and technology advancements.
  • Night and weekend work will be required, sometimes on short notice.
  • Performs additional duties, as required. In addition, the position will have a high interaction with employees via Microsoft Teams, requiring having a MS Teams video call at a moment's notice. QUALIFICATIONS:
    • Associate degree from an accredited college or university is required.
    • Minimum 4 years of work-related IT Support experience and customer engagement.
    • Expertise in Microsoft products (Windows Server OS, Windows 10, MS Teams, Office 365 productivity apps, Active Directory, Azure Active Directory, and Endpoint in hybrid environment).
    • Proficiency in using a technical support center ticketing system (Track-it! Preferred).
    • Proficiency in cloud-based technologies (Box, WebEx, MS Teams, and others).
    • Solid understanding of business processes.
    • Excellent documentation, communication, customer service, presentation, training, problem solving, and computer skills.
    • Must be able to work a flexible schedule including overtime.
    • Must be able to work on site and/or remotely as needed.
    • Excellent understanding of network and computer systems, including printers, network scanners, peripherals, mobile devices, and emerging technologies.
    • Proven and working experience in providing a wide variety of technical and user support.
    • Knowledge in third party applications such as ArcGIS, DocuSign, SurveyMonkey, Adobe and others.
    • Scripting knowledge using PowerShell.
    • Knowledge in Audio/Visual technologies including but not limited to Crestron devices.

Keywords: Kamis, New York , IT Support Specialist - nonprofit, Other , New York, New York

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