It Support Specialist Ii

Job Description
Headquartered in Alpharetta, Georgia, National Christian Foundation (NCF) is a nonprofit grantmaking ministry that provides creative giving solutions and inspires biblical generosity among Christian families, advisors, and charities. NCF has received over $23 billion in contributions and made over $16 billion in giver-recommended grants to more than 71,000 charities. NCF is an industry leader in accepting gifts of appreciated assets such as stocks, real estate, and business interests, which enable givers to save taxes and maximize charitable gifts. We combine a faith-based approach and like-minded local presence with the support and expertise of a trusted national organization. Learn more at www.ncfgiving.com.
Position Overview
The purpose of this position is to support the users of NCF's digital technology infrastructure by efficiently and effectively answering users' software and technical questions by performing the following duties personally or through subordinate managers.
This position is a hybrid role based out of our office in Alpharetta, GA.
Reports to: Manager, IT Desk
Management/Supervision: None
Duties & Responsibilities
Support

• Maintains working knowledge of systems deployed within the company environment
• Install, configure, test, maintain, monitor and troubleshoot end-user hardware, networked peripherals devices and networking hardware products
• Develop and maintain an inventory of all IT assets
• Works with end users to diagnose and repair hardware and application errors
• Participates in team efforts to optimize support operations, including revision and expansion of knowledge base
• Participates in after hours on-call rotation
• Monitor available tools for issues (network, websites, and sever)

Case Management

• Reviews, assigns, and responds to user support requests via telephone, email, and case management software
• Logs cases for support requests and document all action taken to resolve issues
• Analyzes issue reporting patterns to identify potential systemic problems and suggest potentially corrective actions
• Meets Service Level Agreement goals for response times; ensures that every issue receives appropriate responses and follow up
• Review information and training available for first level support
• Shepherds user support requests from start to resolution, providing concise and courteous responses in a timely manner

Customer Service

• Provides timely and professional responses; able to maintain composure and pleasant demeanor in the face of user confusion and frustration
• Provides training to end users on best practices for common office applications as well as other specialized applications
• Uses in-depth knowledge of our proprietary sites and services to piece together root issues when user requests are unclear; take consideration of all provided information and request missing information where applicable
• Performs root cause analysis and determines appropriate course of action
• Demonstrates effective troubleshooting
• Demonstrates excellent interpersonal skills and ability to explain technical concepts to users from non-technical backgrounds
• Identifies trends in users' issues and communicates them to the IT Manager

Other Duties and Responsibilities

• Contributes to company's Knowledge Base via technical and process support documentation
• Assist with projects as assigned
• Collect and enter data for planning, regular reporting, assessing, and decision-making.
• Serves as an escalation point for IT Support Specialist l

Experience and Skills
Experience, Education

• A Bachelor's degree in Computer Science, Information Systems or other related field is required
• 3+ years of IT customer service experience in lieu of a degree
• A minimum of 3 years IT customer service experience
• Direct experience providing technical support to Windows end users
• A+ or Network+, MCDST, MOS or MCP preferred
• Some working knowledge of charitable, non-profit, foundation, and/or donor related subject matters preferred
• Knowledge Base Required: Windows 10, MS Office 2016, Mac OS X, Active Directory, Powershell, Windows Server 2008/2012, Exchange Admin Center 365, Endpoint Imaging, DNS, DHCP, TCP/IP, HP Laptops/Servers, VMWare, iOS/Android, Help Desk Ticketing Software, and HTML
• Proven aptitude for "real time" problem diagnosis and solving
• Strong attention to detail, perform duties with high level of accuracy
• Ability to handle multiple tasks and shift priorities as appropriate or as directed
• Proficient at understanding and translating complex technical concepts for effective communication with non-technical users
• Abe to organize work. This position requires the ability to compile and maintain reports on outstanding issues
• Demonstrate ability to maintain sensitive and confidential information as well as business, donor and affiliate confidential matters
• Must be ethical, tactful, and courteous in dealing with all employees and vendors

Christ Centered

• Profession that Jesus Christ is Lord and Savior
• Lifestyle that is consistent with the teachings of Jesus and the Bible
• Agreement and support of NCF's Statement of Faith
• Demonstrates the values of faithfulness, love, and service

If you are interested in serving at NCF, please go to www.ncfgiving.com and apply online.
Applicants should be sure to read more about NCF's vision, mission, and beliefs
#LI-NCF