IT Support Specialist (Help Desk Tier 2) Job at Thomas Jefferson Foundation in C

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Purpose:
The IT Support Specialist provides Tier 2 Help Desk support for Foundation staff meeting service needs including, but not limited to: Workstations (Windows, MacOS), Microsoft 365 applications, VoIP phones, POS terminals/devices, mobile devices (iOS, Android), basic networking, and audio/visual support for events, conferences, and meetings.

We will look to you to:

• Understand customer support, like working with people and ensure that the customer is satisfied.
• Address and resolve basic and complex incidents and requests; enter precise information into tickets and appropriately capture data; follow through promptly on all tickets.
• Manage all incidents and requests to ensure that work is completed to the customers’ satisfaction.
• Contribute to self-help knowledge bases and document typical requests and incidents, resolutions, and work-around procedures.
• Identify, evaluate, promote, and implement technical support best practices.
• Mentor, support, and cross-train other help desk technicians.
• Stay up to date on current solutions and versions in use at the Foundation.
• Look for opportunities to automate and streamline processes and procedures.
• Assist vendors with service calls for IT systems and services.

Skills and Abilities:

• Deploying and troubleshooting Windows and MacOS desktops and laptops
• Configuration and troubleshooting for Android and iOS/iPadOS devices
• Experience with setting up conferencing and audio/visual equipment such as conference phones, portable speaker systems, microphones, and web cameras.
• Excellent telephone manner and email communication skills are required together with the ability to handle challenging support situations with a calm and methodical approach.
• Ability to effectively balance high volume productivity demands with analytical troubleshooting and problem resolution.
• Ability to troubleshoot in a high-level systematic way, identify symptoms, research cause, and communicate solutions.
• Understanding of basic networking concepts, including network troubleshooting for connectivity issues, DHCP, DNS, and use of tools like PING and NSLOOKUP.
• Good time management skills, self-motivated, willing to accept feedback.
• Excellent interpersonal skills for written, oral and face to face communications, for technical and general business issues.
• Not required, but the following would be helpful additional skills:
  • Scripting with PowerShell 2.0 or above. Scripting abilities should include validation, editing, input and output, and automation to production systems, specifically Active Directory.
  • Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification or experience.
  • Experience with conferencing and audio/visual systems.

Physical Considerations:

• Lifting and carrying of 50 lbs. with or without assistance
• Bending, stooping, crawling required on weekly and sometimes daily basis.
• Must be comfortable working in enclosed and tight spaces.
• Must be comfortable working on ladders.
• Monticello is located on a mountaintop – walking on inclines and uneven terrain is required.
• Personal use of a car to transport equipment and to travel to and from various Foundation locations is required.

Education:
Bachelor’s degree or equivalent combination of education, training and related experience in computer science, management information systems, computer engineering or related discipline

Benefits:

• Excellent benefits package (including medical, dental, vision, 401(k) retirement savings plan plus 6% match, life insurance, and more!).
• Fitness club membership discount.
• Discount in the Monticello Café, gift shop, and Monticello online catalog.
• Employee Assistance Program (EAP) – free for employee and dependents.
• $500 employee referral bonus.
• Exciting quarterly social events for all employees.