Title: IT Support Specialist
Employee Status: Full Time - Exempt
Salary: Grade: 3
Starting range of $61,600 - $69,400
Reports to: Managing Director of Information Technology
Department: Information Technology
Location: Detroit, MI
Hybrid: In office: T/W WFH: M/Th/F
Department Function: Support all operations and ensure the highest quality to the operations and administrator of IFF on a day-to-day and strategic basis, as well as manage planning processes, board relations, and systems.
The Organization IFF is a mission-driven lender, real estate consultant, and developer that helps communities thrive. Key to our success has been a deep sense of purpose, a broad perspective, and a relentless focus on achieving positive results. Across the Midwest we help clients from every sector, including human service agencies, health centers, schools, affordable housing developers, and healthy food grocery operators. Staff contribute extensive business experience and an unrivaled connection to the mission of IFF to the clients we serve.
Equity, Diversity, and Inclusion Partnering to create thriving communities is at the heart of everything we do. We leverage knowledge, capital, and resources to advance equitable and transformational outcomes in under-resourced communities, guided by our commitment to be an inclusive, anti-racist and anti-oppressive institution that honors communities as asset-rich and as experts in their own stories.
Basic Job Function IFF is looking for candidates who are committed to our work and can demonstrate their creativity, diligence, enthusiasm, growth mindset, thoughtfulness, and passion for making meaningful change in the areas of economic and racial justice.
Requirements
Core Responsibilities 1. Provides companywide customer support to customers (employees), emphasizing the regional offices.
- Resolves or escalates priority level 2-3 incidents within 48 hours. Priority level 1 incidents should be resolved or escalated within 24 hours.
- Assist customers (employees) with hardware-related issues in person or remotely.
2. Maintains inventory of hardware for regional offices
- Maintains inventory and replaces end-of-life user hardware for regional offices.
- It may require occasional travel to other regional offices to set up equipment or to troubleshoot more complex issues.
3. Administers changes in Microsoft Azure AD and on-premises Active Directory.
4. Audits licenses, onboarding and offboarding processes, and accounts in AD to ensure permissions and subscription-based licenses have been appropriately granted or revoked.
- Audits mail accounts monthly to ensure archived and shared mailboxes have appropriate permissions and licenses.
- Review Active Directory accounts quarterly, ensuring active and inactive accounts are accurate.
5. Proficiency in administering support to Microsoft applications
- MS Teams application and video conferencing systems
- MS Office 365
- MS SharePoint
- MS OneDrive
- MS Dynamics 365 CRM
6. Provides support to employees using critical business systems
7. Demonstrates a commitment to equity, diversity, and inclusion. Promotes an environment of empathy and respect, ensures the inclusion of all team members, and will actively engage in EDI events and learning opportunities.
8. Perform other projects as assigned.
Performance Measures: 1. Maintains a high level of customer service and communications across the organization, including response times within industry norms and computer-related troubleshooting, which is identified and corrected promptly for all stakeholders.
2. Proactively ensuring equipment is up to date, within warranty and functioning adequately for daily use.
3. Identifies deficit areas and implements processes and practices of improvement.
4. Cultivates a culture of openness in information sharing. Encourages open communication, cooperation, and the sharing of knowledge.
5. Models personal accountability that promotes ownership and engagement.
6. Builds and maintains effective working relationships with colleagues, peers and team members.
7. Values and supports differences in others, contributing to an inclusive work environment. Demonstrates the ability and willingness to communicate effectively with people of diverse backgrounds and experiences to create a collaborative, collegial, and caring community.
8. High level of satisfaction with both internal colleagues and external contacts.
Position Qualifications: Education : Two years or more of college-level coursework in computer science, computer information systems, networking, computer programming, or system analysis. Certified in CompTIA A+ or CompTIA Network+ is desirable. Bachelor's degree preferred.
Previous Experience : One or more years of related experience in enterprise user support, preferably in the nonprofit or financial services sector.
- High level of organizational and detailed analytical skills
- Great oral and written communication skills and the ability to communicate with all levels of staff
- Ability to balance multiple tasks and respond quickly to developments.
- Experience with Windows 10/11, Microsoft Active Directory, Microsoft Office 365 administration, Windows Virtual Desktop, Cisco VPN, and essential support of VOIP technology.
- Illustrates the ability to think creatively in problem-solving.
Unusual Requirements : Ability to lift PC and server equipment. Some overtime is required.
Additional Requirements : Regular travel throughout the Midwest region; occasional early start or extended hours and evening or weekend work.
Standard Benefits: - Medical, dental, and vision insurance
- Paid time off
- 401(k) retirement plan with employer contribution
- Life Insurance
- Short and long term disability
Work-Life Balance Benefits: - Hybrid workplace
- Summer Fridays
Employee Development Benefits: - Professional development stipend
- Mentorship program
Miscellaneous: - Wellness programs
- Employee assistance
- Referral Bonuses
IFF does not offer the following: - relocation package
- 100% remote
- provide sponsorship to applicants who require or will require a work permit.
Check off only some boxes in the requirements listed above. Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every qualification. So, if you're excited about this role, we encourage you to apply.
Application Instructions: Please visit the Careers section of our website to apply online. IFF values equity, diversity, and inclusion as part of its mission to strengthen nonprofits and the communities they serve. IFF is an equal opportunity employer and is committed to building and maintaining a culturally diverse workplace that is free of discrimination and harassment of any kind. We encourage women, minorities, individuals with disabilities and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.