IT Support Specialist

About the role

Since 1972, Metropolitan Ministries has been providing life-changing solutions for those who are homeless and at risk of becoming homeless in Tampa Bay. We are a grassroots, donor, and volunteer-fueled community nonprofit.

Job Functions

The IT Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance.

Essential Responsibilities

• Troubleshoot problem areas (in person, remote, by telephone, or via e-mail) in a timely fashion and provide end-user assistance.
• Aid systems staff when deploying new software and upgrade installations.
• Provide quality technical support services and customer service on a consistent basis.
• Support relating to technical issues involving Microsoft's core business applications and operating systems.
• Support for client-specific applications including cloud-based services.
• Basic technical support at the network level: LAN.
• Troubleshoot a variety of computers, IP phones, peripherals, networking, or related software and hardware issues.
• Aid in workstation life cycle rotations.
• Provide and apply accurate and efficient technical and practical solutions to solve customer issues.
• Identify and escalate issues quickly to responsibility owner.
• Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer interaction, ensuring completion before closing service requests.
• Maintain technical asset inventory.
• Develop user training manuals, help sheets, frequently asked questions and procedures.
• Consistently meet and exceed goals and service levels for customer service, technical quality and first call resolution.
• Basic understanding of the needs of the organization and its mission.
• Meet personal goals and actively contribute to the achievement of team and organizational targets/goals as stated on the KPI and in the annual plan.
• Attend required staff meetings and on-going trainings.
• Complete other duties as assigned.

Requirements

• Computer science coursework or equivalent work experience: 2 years.
• A+ and/or Network + certifications are a plus.
• A minimum of 3-years of experience in a help desk support environment is required.
• Experience with service desk ticketing systems.
• Experience supporting Microsoft Office 365.
• Experience with Active Directory (account management).

Skills

• Troubleshooting of Microsoft Windows operating systems.
• Troubleshooting of Mobile and tablet operating systems such as Android and iOS.
• Knowledge of Virus/Malware removal processes.
• Ability to properly install, configure, and troubleshoot peripherals such as printers, scanners, webcams and other various devices.
• Excellent verbal and written communication skills.
• Able to continually learn, be trained, and accept constructive feedback.
• Able to keep organized and efficient while handling multiple tasks or multiple customers at the same time.
• Detailed and goal oriented.
• Strong and dedicated work ethic.
• Able to manage time effectively.

Physical Requirements

• Must be able to tolerate outdoor temperatures consistent with Florida climate and endure prolonged standing/walking/bending/stooping and stretching.
• Must be able to lift 50 lbs. or more.
• Must give in-person, hands-on help at the deskside level and may be asked to work in an outdoor environment.

Other

• Must demonstrate legal authorization to work in the United States.
• Must pass required background pre-employment screening.
• Must be able to communicate effectively in English.
• Requires a valid driver’s license, a clean driving record.
• Must be able to work flexible schedules during the holiday season (October-December) and special events.
• Must work from our Tampa, FL campus.
• Must have reliable transportation.
• Able to work regular hours with possible weekend work, open availability and flexibility as needed, we are a 24/7 operation and some local travel may be required.

Equal Opportunity Employer

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving individuals throughout our local communities. People of color, women, LGBTQIA+, Veterans and persons with disabilities are encouraged to apply.