System Support Specalist

Essential Functions 

• Act as the primary contact to troubleshoot and resolve help desk tickets from internal users regarding technical issues and inquiries. Support end-users with software, system and network needs in a professional, timely and effective manner.  

• Install and configure computer hardware, software, systems, networks, printers, and scanners and support the roll-out of new applications using Intune, group policy, and other device management tools. 

• Assist with user onboarding, internal changes, and offboarding processes, including the management of user accounts and access controls, and ensuring compliance in accordance with security policies and procedures. 

• Set up, deploy, and support technical equipment for staff including the maintenance and deployment of security software on employee-owned devices. 

• Provide technical training, assistance, and support related to computer systems, VoIP phones, hardware, or software to internal and external users. 

• Document all user interactions, troubleshooting steps, and issue resolutions accurately and thoroughly in the ticketing system. 

• Administer and track changes to internal communication tools such as Zoom, Teams, email, and facilities utilizing information systems.  

• Create standard operating procedures for end users and ensure distribution via the intranet to applicable shareholders/end users. Communicate with staff staff and collaborate with trainers about known enhancements to the systems. 

• Organize and maintain a working knowledge of on-premises infrastructure, and internal facilities while collaborating with third-party vendors to manage and maintain hardware and software inventories. 

• Facilitate implementation of system changes by obtaining and documenting required approvals, testing, and documenting changes in the change management system, and effectively communicating these changes to IT Staff, business users, and third-party managed service providers. 

• Keep informed of emerging technologies and trends in IT and make recommendations for improvements to systems and processes and participate in training sessions and workshops to enhance technical skills and stay current with industry trends. 

Requirements 

• A bachelor's degree in information technology, computer science, or a related field or equivalent and at least 1 year of related experience. An equivalent combination of education and experience will be considered. Certification(s) in CompTIA A+ and/or work towards/completion within a year from hire.  

• Experience with server operating systems, such as Windows Server or Linux. 

• Ability to build professional relationships with internal and external stakeholders. Possess the ability to successfully communicate technical concepts to non-technical users, verbally and in writing. 

• Experience with databases, networks (LAN, WAN), Microsoft M365-managed environments and patch management. 

• Ability to read, analyze and interpret a variety of instructions and procedures; operate within current industry best practices. 

• Ability to interpret an extensive variety of complex technical instructions and deal with several abstract and concrete variables. 

• Excellent problem solver with a high technical aptitude and ability to learn new software quickly and thoroughly. 

• Ability to operate in a highly collaborative environment, while able to work independently and be self-motivated. Respond effectively to the most sensitive inquiries or complaints; work well under pressure, including identifying and quickly resolving problems. 

• This role may require occasional work outside of normal business hours to address security incidents, perform scheduled maintenance, and ensure the continuous operation of the Foundation’s information systems and infrastructure. 

• Ability to prioritize and manage multiple tasks in a fast-paced environment. 

The employee must physically be able to? 

• Bend, kneel, and lift up to 20 lbs.  

• Regularly complete tasks at a computer terminal.?? 

• Work in a fast-paced environment with frequent interruptions.? 

• Work within an office that has a moderate noise level.?? 

• Communicate and interpret detailed information.? 

This job description is a summary of the employment-at-will relationship and not a contract. Not every responsibility is outlined, changes should be anticipated, and other duties will be assigned as necessary.??