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Form of workJob Description
SUMMARY: The IT Support Specialist will identify the causes of networking problems, using diagnostic testing software and equipment and provide technical assistance to computer users.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Provide quick and effective assistance with information technology systems.
- Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance.
- Listen attentively to customers’ questions and concerns and offer optimal solutions.
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
- Work with other IT Support and IT management to provide customers with superior service.
- Represent DON with professionalism and integrity while helping to advance our company mission.
- Respond to tech inquiries via email, through online chats, over the phone, or in person.
- Inform customers about new and upgraded IT products and services.
- Walk customers step-by-step through problem-solving process.
- Help with troubleshooting hardware and software both in person and remote.
- Follow up with customers to ensure satisfactory service.
- Setup new computers, connect computers to domain, setup users in Active Directory and Microsoft 365 online.
- Communicate customer feedback to the appropriate internal team members.
- Other duties as assigned.
USER-DEFINED:
- Employee will request direction for non-routine tasks but is expected to exercise judgment and authority consistent with procedures or routine behavior.
PREFERRED QUALIFICATION REQUIREMENTS:
- Passion for problem-solving and customer service. Tech savvy, with experience working in a tech-related field. Ability to diagnose and resolve a variety of technical issues. Team-oriented mindset with openness to constructive feedback. Eagerness to learn. Experience working as an IT help desk technician.
EDUCATION AND/OR EXPERIENCE:
- Certifications in computer technologies from a technical or collegiate school and two years to five years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
- Ability to read and provide information to supervisors and co-workers by telephone, e-mail, or in person.
- Ability to write, enter, transcribe, record, store, and maintain information in written or electronic form.
- Ability to speak effectively to employees of the organization.
REASONING ABILITY:
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS AND ABILITIES:
- Excellent problem-solving and analytical skills with knowledge of computer systems and experience troubleshooting hardware and software.
- Ability to break down technological processes and deliver clear, step-by-step instructions.
- Patient, friendly demeanor with a great aptitude for listening.
- Strong verbal and written communication skills.
- Experience with Active Directory, users, and groups.
- Experience with Microsoft 365 products and Exchange Online.
- A+ Certification a Plus.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear.
The employee must occasionally lift and/or move up to 10 pounds. The work environment is generally office but possible travel to field offices is required.
About DON Services Inc.:
DON is a dynamic group of non-profit and for-profit entities, centered around the core non-profit Disability Options Network (DON). DON companies work in disability rights advocacy, in-home non-medical personal care, affordable housing construction, and economic development initiatives. Headquartered in New Castle, PA, DON is seeking a candidate able to support the diverse human resource needs for all DON companies and programs.
