General Summary:
The IT Support Specialist serves as the primary frontline technology support role for staff. This position provides hands-on assistance, first level application support, and execution of software change testing to ensure technology functions effectively in daily operations.
The IT Support Specialist focuses on execution, troubleshooting, and validation, not system ownership or strategic decision making.
This role is a hybrid working in the office at least three days per week. Occasional evening or early-morning work may be required to support technology maintenance, upgrades, and Board Meetings
Responsibilities:
End-User & On-Site Support
- Provide deskside, walkup, and remote support for staff technology issues.
- Troubleshoot hardware, peripherals, and common application problems.
- Support onboarding and offboarding processes, including device setup and collection.
- Assist users with basic training and guidance to reduce repeat issues.
- Support Board Room and conference room A/V systems.
Application Support
- Provide first-level support for the organization’s primary business applications, including ThoughtSpan.
- Identify whether issues are user errors, configuration questions, training gaps, or system defects.
- Document issues clearly, including steps to reproduce and screenshots when appropriate.
- Coordinate support tickets with third-party IT and software vendors.
- Escalate high-impact or recurring issues to the IT Operations Manager.
- Coordinate support tickets with third-party IT and software vendors.
- Support projects for software enhancements and new functionality.
- Cross-trained with IT Coordinator responsibilities.
Application Software Change Testing
- Execute user acceptance testing (UAT) for application updates and enhancements.
- Conduct post-release validation to confirm changes function correctly in production.
- Document test results, defects, and usability concerns.
- Provide user-focused feedback to IT leadership and vendors.
Qualifications:
- Associate or bachelor’s degree preferred, or equivalent experience.
- 3 - 5 years of experience in IT support, help desk, desktop support, or application support.
- Strong customer service, communication, organizational, and problem-solving skills.
- Strong troubleshooting skills for hardware, software, mobile devices, and peripherals.
- Ability to explain technical concepts to non-technical users in a clear and professional manner.
- Experience supporting Microsoft 365 applications and Windows-based environments.
- Familiarity with help desk ticketing systems and support documentation practices
Work Location: In person
