IT Support Specialist

Job Description Job Description

Job Summary

The IT Support Specialist will work closely with the IT Manager and assist ZFA staff and office with IT needs and questions. The IT Support Specialist is responsible for actively responding to and addressing IT support requests.

Duties and Responsibilities

• Adhere to the company's values and behaviors.
• Actively monitor and manage the helpdesk request queue.
• Provide competent, service-oriented support to end users as primary point of contact for company helpdesk.
• Provide first level contact and convey resolutions to customer issues.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Provide PC, MS Windows and other client software installations.
• Provide networking and systems triage.
• Perform light administration tasks.
• Research problems and identify trends.
• Escalate tickets to appropriate group as needed.
• Plan and participate in appropriate change management and training activities.
• Collaborate with organization counterparts and department team members.
• Preserve and grow your knowledge of help desk procedures, products and services.
• New computer setup and deployment: Word, Microsoft office, Time clock, Adobe DC pro, VLC player, show how to use NAS.
• Perform regular maintenance and updates on workstation, twice a month physical check
• Creating and updating tickets in our online ticketing system
• Monitoring and troubleshooting found issues in an online remote management system
• Set up and support client related network equipment
• Identify and suggest solutions for common tasks through automation and tool utilization
• Create documentation & ensure process standardization across team
• Help manage hardware asset inventories. Quote and procure as needed
• Install, upgrade, and support hardware and software for laptop computers (Windows & Mac)
• Some understanding of programming.
• Basic troubleshooting of LAN (Local Area Network) connectivity issues
• Assist in user, hardware & equipment movement, branch relocations & office buildouts
• Work with IT Manager on execution of cross-functional roadmap items that relate to hardware and OS (Operating System)
• Document resolutions and internal procedures & update self-help and staff knowledge bases
• Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Familiarity with Microsoft Intune and Autopilot for device management.
• Understanding of networking fundamentals, VPN technologies, and remote troubleshooting.
• Proficiency in troubleshooting Windows devices, Azure services, cloud printing solutions.
• Basic knowledge of PowerShell scripting and Power Automate.
• Experience with Manage Engine Service Desk Plus or similar helpdesk software.
• Ability to manage multiple tasks efficiently in a dynamic environment.
• Strong skills in creating clear and comprehensive documentation.
• Provide first and second-tier technical support to internal staff via phone, in person, email, and remote tools.
• Deploy, manage, and troubleshoot endpoint devices using Microsoft Intune MDM.
• Support Azure Always on VPN issues, ensuring consistent connectivity and assisting with password synchronization issues.
• Manage user access and permissions using Role-Based Access Control (RBAC).
• Assist in monitoring necessary alerts and notifications to detect potential exfiltration.
• Monitor network infrastructure, including WIFI management via Cisco Meraki.
• Support Office 365 applications, including Teams (phone and application), SharePoint, and Exchange Online.
• Assist users onboarding new PC with Microsoft Autopilot.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Assist with the management and reconciliation of Verizon mobile devices, including air cards and 5G wireless cards.
• Create and maintain detailed technical documentation, procedures, and user guides. Provide training for end users.
• Responsibilities may require shift schedule responsibilities between the hours of 9AM-5PM CST
• Maintains and protects confidentiality with regards to all aspects of employee information
• Perform other duties as assigned.

Requirements

• Minimum Education: Associate's Degree in an information technology, computer science or related field or demonstrated comparable experience
• Preferred Education: Bachelor's Degree in an information technology related field
• 1-3 years related work experience in a helpdesk or related capacity
• Knowledge of computing and computer systems, hardware, software and peripheral equipment
• Windows and Mac
• Knowledge of computer security systems, procedures, techniques and applications
• Hands on and remote helpdesk experience
• A+, Network +, or similar Certification desired
• Azure, AWS and GCP
• Experience with Windows PCs, Mac's, Android and iOS mobile device
• Experience with Microsoft products, including Teams, Office 365, Azure AD, and Defender.
• Strong analytical skills
• Strong organizational and planning skills
• Works well both alone or in a team setting
• Excellent communication (English written and verbal communication) and customer service skills.
• Excellent customer service skill
• Knowledgeable computer skills: Microsoft Office and email/internet software and strong keyboarding skills. Database experience preferred.

Environment

• Position requires frequent and regular phone and computer use.
• Workplace is smoke-free and drug-free environment.
• Local travel required to meetings, events. Also out of state travel required for planned activities. 20% Travel.
• Equal opportunity employer

Company Description

Zakat Foundation of America is an international charity organization that helps generous and caring people reach out to those in need. Our goal is to address immediate needs and ensure the self-reliance of the most vulnerable people around the world with Zakat and Sadaqah dollars.

Company Description Zakat Foundation of America is an international charity organization that helps generous and caring people reach out to those in need. Our goal is to address immediate needs and ensure the self-reliance of the most vulnerable people around the world with Zakat and Sadaqah dollars.