Technical Support Specialist

Technical Support Specialist

Work Location:

Madison, WI - National Office

Schedule:

Full time

To advance the purpose of InterVarsity, this position focuses on Tier 2 technical support for all user devices, providing break/fix and day-to-day support through troubleshooting, tracking, resolving and reporting progress and resolution of problems.

MAJOR RESPONSIBILITIES

Personal:            

• Be a maturing disciple of Jesus Christ: growing in love for God, God's Word, God's people of every ethnicity and culture, and God's purposes in the world
• Be a lifelong learner who prizes the discipleship of the mind; particularly staying current on issues of customer service/experience, program/project management, process improvement, and best business practices

Provide Tier 2 Support for InterVarsity Staff:

• Provide hands-on and remote support to help get software, hardware and operating systems installed and configured. The position provides support when problems occur.
• Log problems, resolutions, work performed and customer contacts in a ticketing system
• Identify, research and resolve technical problems of moderate to advanced complexity
• Provide brief end user training or escalate to others to provide more in-depth training as needed Identify patterns of problems indicating possible training needs or system defects
• Recommend and create self-service training materials to distribute or post on internal website
• Enforce Technology standards and educate employees about compliance issues
• Provide technical support for Mac, Windows, iOS, and Android devices
• Install and support PC, printer, mobile and telephone equipment and software
• Execute large-scale desktop deployment, platform migration and endpoint management
• Support room-based video conferencing systems for audio/video needs
• Maintain fleet of laptops with Intune, Anti-Virus, Anti-Malware and other security products
• Manage user accounts for employee hires, changes and terminations; assist with office moves
• Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction
• Create and maintain internal documentation of technical support procedures
• Work closely with Asset Management Coordinator for coordination of computer purchases and asset coordination
• Work with Technology Operations various internal and external customers in order to plan and execute on projects
• Manage system management records and inventories

Contribute to the Effectiveness of the Technology Operations Team:

• Be responsible for good stewardship and organization of time, money, systems, and materials
• Plan and manage projects for on-time, on-budget completion using project management methods
• Prepare system documentation, files and records; cross-train coworkers as backups
• Advance personal and technology understanding through study, training, research and investigation
• Complete training and certification for Intune to ensure we are using the product using best practices
• Develop technical expertise in supporting technologies where needed
• Maintain positive working relationships with other team members and clients
• Operate within existing Technology Operations Best Practices and documented guidelines
• Maintain posted office hours during normal working hours

Develop a Funding Base:

• Develop a team of prayer and financial support
• Raise an agreed-upon amount of personal financial support

Knowledge/Skills/Abilities:

• Strong client training and one-on-one support skills; patient and helpful demeanor
• Effective oral and written communication skills, including documentation and procedures
• Demonstrated ability and commitment to work in a diverse team environment
• Comfortable working with customers and diagnosing issues over the phone, IM, email and in person
• Ability to handle all matters in a confidential manner
• Experience with Intune or other MDM solution
• Experience managing Mac OS devices
• A working knowledge and ability to perform basic troubleshooting of these technologies preferred:
  • Windows 10, OS X, iOS, and Android operating systems
  • Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Access)
  • Office 365 online applications (OWA, SharePoint, OneDrive, Office Online, Teams, etc.)
  • Networking and Internet fundamentals including Ethernet, WiFi, VPN, and Web technologies
  • Windows domain connectivity, file sharing and workgroup printing
  • Fa