IT Support Specialist

LISC's Information Technology department is seeking an experienced, team-oriented, proactive individual to join a small Client Services team in providing amiable and efficient Tier2/Tier3 support to staff in a variety of technical areas.

The Client Services team:

• Supports the operational goals of the IT Department so LISC can offer its programs and services in the communities where help is most needed.
• Runs a support center that handles support and service requests for ~600 staff
• Implements and manages productivity software solutions;
• Manages application accounts, account provisioning and configuration;
• Provisions all hardware and software inventory;

The IT Support Specialist will help evaluate, implement, document, and deliver new solutions and technologies; work with internal business owners, end users and external vendors; ask pertinent questions, perceive objectives and quickly pinpoint accurate solutions.

The position is a hybrid position, with time spent working remotely as well as in the New York City headquarters office, which supports staff ~38 local offices. Support is conducted using remote control software, phone, email and in person. The position has high interaction with employees via Microsoft Teams, sometimes at a moment's notice. Occasional night and weekend work may be required.

The IT Support Specialist must possess strong verbal communication skills, both spoken and written, and be able to create reference and training materials. The ability to work several technical matters at once is essential.

The position manages various Microsoft applications including Azure, O365 Groups, MS Teams and MS Office and other similar systems.

Responsibilities:

Improve IT services, systems and functionality

• Discover, implement and manage new and existing technology solutions working with multiple stakeholders to complete technology projects on time.
• Propose process improvements and technology advancements by keeping up to date with technology trends and best practices

Maintain documentation and guidance

• Help create, update and maintain reference material and guidance for staff use, such as Client Services' in-house policies and procedures for LISC's use of productivity applications, in-house applications, out-of-box applications and other technologies.
• Help create training materials and contribute to end-user training.

Provide help desk and technical support

• Utilize the Track IT! ticketing system to gather and analyze help desk requests and reported issues to determine the best method of resolution
• Determine which issues need escalation to other Information Technology teams
• Work with outside vendors as needed and record details of any actions taken, diagnose issues and document resolution steps.
• Document and report on critical company-wide issues to management.
• Provide computer and other user device support with the goal of keeping users functional and able to work at a high level to perform their duties.

• Perform additional duties as necessitated by an ever-changing environment.

Qualifications:

• Bachelor's degree in Information Technology from an accredited college or university is required.
• Minimum 6 years of work-related IT experience and customer engagement.
• Well-developed analytical skills: ability to assess situations and complex problems quickly.
• Demonstrated skills in collaboration, teamwork, and problem-solving to achieve goals.
• Ability to occasionally move, lift or rearrange equipment (computers, printers, etc.) up to 50 lbs.

Expertise, accomplishments and current knowledge in some or all of the following is desired:

• Managing and administering O365, Azure AD, Endpoint
• Cloud based technologies (Box, MS Teams, Azure, SharePoint, OneDrive, etc.)
• Webex, Zoom and other video conferencing technologies
• Using and administering Track IT! Ticketing system
• Understanding of network and computer systems, including printers, network scanners, peripherals, mobile devices, and emerging technologies.
• Third party applications such as ArcGIS, DocuSign, SurveyMonkey, Adobe and others.
• Understanding of basic Project Management concepts
• Audio/Visual hardware technologies including but not limited to Crestron devices.

Compensation: LISC offers a competitive salary (53K - 70K; salary commensurate with relevant experience ) and excellent fringe benefits