IT Support Specialist (Help Desk Tier 2)
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 corporate products 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:
- 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 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
We provide the following benefits for our full-time employees:
- 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.
If you believe this opportunity is the right fit for you, we encourage you to apply!