IT Support Specialist

Description

Purpose: The IT Support Specialist is responsible for providing technical assistance and customer service to end users at Guild for computer hardware, software, telecommunications, and other technology products and services. Provides training, guidance, and advice to users with varying levels of technological competency. Responsible for managing and maintaining multiple systems within Guild.

Key Responsibilities:

Duties and Responsibilities:

• Provide first and second level support for end users of desktop, laptop, peripheral devices, and conference room equipment. 
• Act as primary point of contact for end users including responding to calls, walk-up incidents, and service tickets. 
• Ensure end users log all incidents and requests via Guild ticketing system; maintain notes and outcomes in service tickets. 
• Provide end user training at new hire orientation and as needed after onboarding.
• Provision accounts and devices with Active Directory and InTune.
• Manage users, groups, and mailboxes in Active Directory and Microsoft 365 Admin Center (including Teams).
• Triage of firewall connectivity and VPN profile creation.
• Manage SharePoint site permissions, day-to-day functionality, and Document Libraries. 
• Escalate issues to other resources as needed for advanced troubleshooting.
• Maintain accurate inventory of all Guild hardware.
• Create and update knowledge base articles.
• Complete ad hoc projects as assigned. 

Required Skills/Abilities:

• Ability to deliver excellent customer service.
• Knack for troubleshooting. Strong problem-solving skills and motivation to research tech-related information and answers.
• Ability to develop and maintain receptive, open, and approachable lines of communication with clients and staff, and provide a friendly environment for visitors. 
• Strong written and verbal communication skills, including composing, proofreading, and editing.   
• Ability to work as a proactive and positive member of a team to deliver quality services.  
• Ability to maintain confidentiality of organization, personnel information, and client data. 
• Ability to use sound judgment and maintain healthy professional boundaries.  
• Analytical and problem-solving skills.  
• Ability to meet deadlines and set priorities. 
• Proficiency with a variety of web-based software and databases, including Microsoft Office Suite.
• Knowledge and skill with Microsoft Windows Operating Systems.
• Must be able to travel between sites on a regular basis and occasionally without notice.

Working Conditions: 

• Work is performed in an office environment with frequent interruptions.      
• Travel may be required to other program sites.  
• Prolonged periods at a desk, working on a computer.
• Walking and standing continuously for hours at a time.
• Manual dexterity for tasks such as taking notes and using technological devices for documentation.
• Must be ambulatory and able to negotiate stairways.
• The ability to lift and carry heavy weights that could be up to 50 pounds.
• The ability to physically work on employee workstations and transport equipment around the workplace. 

Education and Experience:

• 2-year degree in computer science, information technology, or related field (or minimum of additional one year experience).
• 1 year of experience in a tier one help desk role.
• Demonstrated experience with workstation configuration and troubleshooting.

Additional Requirements:

• Must not be actively receiving services from Guild and must not have received services within the last two years.
• A valid Class ‘D’ Driver’s License, reliable vehicle, satisfactory driving record and necessary insurance.
• Ability to pass a MN Department of Human Services background check.
• Must be willing to work some evenings and weekends as needed. 

Guild’s Employer Promise 

We know you do your best work when you feel supported and have the flexibility to meet all of life’s demands, no matter what those demands might be. Guild is an environment where your emotional, physical, and social wellbeing matters. A place where we’re motivated to care for each other and to work together to make a difference in the lives of our clients. We show up for our clients and we show up for each other. And Guild shows up for you. 

About Guild 

Guild is a Minnesota not-for-profit 501(c)(3) organization that empowers those living with mental illness and/or experiencing long-term homelessness by helping them find the tools they need to lead stable, fulfilling lives in communities of their choosing. 

Benefit Highlights 

Guild Services offers a range of benefits, including medical, dental, and vision coverage; flexible spending, HSA, short and long-term disability; Paid Time Off; paid holidays; wellness hours; 403(b); life insurance; and more. Eligibility requirements and other terms and conditions apply. 

The salary range for this position is between $25 - $28 hourly. The range reflects the minimum and maximum salary for the position. Compensation will depend on the candidate’s professional experience, skills, and relevant education, training, and certifications.