Nov 14, 2020

Technical Support Specialist

$35,196 - $47,000 yearly
  • http://www.intervarsity.org/
  • Madison, WI, USA
Full time Information Technology (IT)

Job Description

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
  • 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
  • Work with Technology Operations various internal and external customers in order to plan and execute on project 
  • 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

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
    • Familiarity with managing cloud services (Zoom, AWS, Azure, Office365)
    • Onsite and remote hardware installation and support
  • Experience partnering with cross-functional technology and design teams to integrate technology, operations, and solution requirements into solution strategies
  • Experience designing and conducting systems integration testing, component integration testing and user acceptance testing
  • Experience in troubleshooting and prioritizing in a fast-paced environment
  • Evening and weekend availability for special projects as needed
  • Ability to travel to meetings, conferences, and remote sites

QUALIFICATIONS

  • Annually affirm InterVarsity's Statement of Faith
  • Bachelor's degree in Information Technology or related skill set preferred; may be current student with bachelor's degree in process
  • Three or more years work experience in an IT environment

HOW TO APPLY

External candidates must submit:

  1. Completed InterVarsity General Application*​

*If located in Alabama, Atlanta (GA), California, Colorado, Connecticut, Delaware, Hawaii, Illinois, Maine, Massachusetts, New Jersey, New York, Oregon, Puerto Rico, Vermont, or Washington use the General Application – without salary history

  1. Completed Supplemental Questions
  2. Email the completed materials along with cover letter and resume to Human Resources

Internal candidates must submit:

  1. Updated Resume
  2. Internal Application
  3. Supplemental Questions
  4. Email the completed materials to Human Resources

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