IT Support Specialist Level 1

National Community Renaissance (National CORE)

is a nonprofit affordable housing developer, but our work is not about bricks and mortar, rather creating healthy communities that thrive and prosper for many generations to come. At National CORE, we support families and seniors by providing housing communities that are affordable, safe, and of the highest quality.

We enhance neighborhood stability through long-term management and maintenance, as well as industry-leading services such as senior wellness, preschool and afterschool programs, and family financial training.

Information Technology Department

National COREs Information Technology department is an ever exciting, dynamic environment. We are focused on empowering our customers through current technology, superior support, and proactive interactions.

Job Description

We are looking for an individual with strong communication skills and a strong technical background. A technician with a can do attitude and someone who is driven and wants to advance in the department is a must. This person will perform a variety of administrative tasks to maintain departmental service level agreements and interface closely with end-users and collaborate with other I.T. staff daily.

They will require strong organizational traits as well as interpersonal and communications abilities. Candidate must be an analytical thinker as this position will involve problem resolution and process/policy development. Overall customer-service orientation skills are a requirement.

RESPONSIBILITIES

• Phone Support: Provide first level phone support for inbound support calls to the Service Desk. This also includes remote support for desktops, laptops, mobile devices, printers, etc.
• Incident Management: Document all incidents, problems and requests in the company ticketing system and escalate as needed to service/product owner(s), as well as management.
• Asset Management: Maintain inventory of all physical and digital assets owned by National CORE; including new hardware, software licenses, domain registration, etc. Make recommendations for the ordering of assets, as needed, to ensure timely deployments.
• Troubleshooting: Identify problems in the environment and drive them to resolution; from making sure the workplace is clean to identifying recurring failures and notifying the appropriate service/product owner(s) to ensure root-cause resolution.
• Communication: Be able to identify problems in the environment and communicate with peers and customers. Provide a level of discretion when it comes to sensitive data and communication such as confidential company information.
• Customer Service Driven: Self-prioritization and timely resolution of incidents and requests to support our customers technology needs. Design, plan and conduct training on the use of systems and software best practices. Search for solutions to enhance workflows to drive automation and efficiency and present recommendations to management.
• Project Management: Other project or administrative tasks as assigned by the Director of IT to ensure the overall success of the departments strategy and goals. This requires the ability to manage multiple tasks and resources to ensure timely completion of all assignments.
• Attend company sponsored events that relate to the development of the team, which from time to time may include overnight stays at locations away from the employees home.
• Ability to work flexible hours. Ability to travel is required.
• Must possess a valid drivers license, current automobile insurance and reliable form of transportation.

SKILLS & EXPERIENCE

• Technical Proficiencies: Experience working in an IT support environment utilizing the latest tools and methodologies. This includes but not limited to tools and methodologies such as Active Directory, Exchange, Office 365, and ITIL processes. Basic network troubleshooting skills, including wired and wireless technologies with an understanding of TCP/IP, DNS and DHCP. Also, the ability to self-manage time, priorities, and daily workload with little supervision while being able to switch gears and work collaboratively on larger-scale projects or problems.
• Platform Agnostic: Knowledge in supporting and troubleshooting current Apple and Windows operating systems, all popular mobile platforms like iOS and Android, troubleshooting the current versions of Microsoft Office (Outlook, Word, Excel & PowerPoint), as well as prior experience with troubleshooting and supporting network infrastructure. Experience with Yardi Voyager 7 is a plus.
• Soft Skills: Excellent active-listening skills are required to understand our customers concerns and/or needs. Superior critical thinking and problem-solving abilities to work through technical issues. Outstanding verbal communication, presentation, and interpersonal skills with strong attention to detail are necessary to work collaboratively with the IT team, our customers, staff, and vendors.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Operate computer and office equipment.
• Standing, walking, sitting
• Exposure to various types of weather conditions
• Driving

FLSA

• Non-Exempt