Site IT Support Manager ensuring stable and secure IT operations at Grugliasco headquarters. Leading IT initiatives and collaborating with corporate standards for effective IT management.
About the role
- IT Specialist providing technical support and troubleshooting for NLACRC's technology needs. Working closely with IT teams to resolve technical issues in a timely manner.
Responsibilities
- Provide technical support over the phone, via email and in person to resolve issues involving applications, computer hardware, printers, mobile devices, RingCentral functionality troubleshooting, VPN, and basic network access while focusing on customer service.
- Identifies and diagnoses Level I/II problems for laptop or desktop users, Microsoft Office, Therefore (EDMS), Sandis, Zoom, Scrive, Adobe, Audio/Video Conferencing, RingCentral functionality troubleshooting, Network Connectivity, VPN, various hardware and email technologies.
- Troubleshoot complex technical problems.
- Maintain compliance with established SLA’s.
- Ensure that notifications and status updates are accurate, and that procedures are followed and updates, as necessary.
- Ensures that tickets are prioritized in accordance with business needs and are being closed in a timely manner.
- Develops knowledge articles and videos for the users and other team members.
- Support the inventory application and processes.
- Responds to security incidents, reviews logs, and escalates suspicious activity.
- Provides basic support to the Azure, Intune, Active Directory and Exchange environments and escalates issues to the lead IT specialist as necessary.
- Under the guidance of the lead IT specialist and IT Operations team to perform basic server-based functions, such as creating/modifying network printers, stop/start local server services, and others.
- Learn new technologies being introduced to NLACRC at a level to resolve issues and teach others to support these technologies.
- Participates in related special projects and meetings, testing, implementation, and post-implementation support.
- Ability to provide basic network troubleshooting before escalating to the Lead IT specialist.
- Must be able to work occasional nights, weekends, and holidays and be on-call for emergencies.
- Must be able to travel between company locations. Other duties as required.
Requirements
- High School Diploma, GED or Equivalent required.
- Two (2) years college with coursework in Computer Science or Business Administration preferred.
- Two (2) years’ experience working in a technical environment in a Level II role supporting a Mid-Market organization of 250+ or a large complex Information Technology Department.
- Demonstrated skills in problem analysis and resolution.
- Microsoft Certifications preferred.
- Non-profit experience a plus.
- Senior level Microsoft support skills and experience with Helpdesk Ticket Systems, Active Directory, Single Sign On (SSO), Multifactor Authentication (MFA), Exchange Server, Endpoint Security Software, Virtual Private Networks (VPN), Cloud Backups, SANDIS (iSeries), SharePoint, SQL.
- Working knowledge of Lenovo laptops, MS Azure and MS Intune a plus.
Benefits
- Health Insurance - NLACRC pays the full cost of coverage for certain Medical plans for employee only.
- Dental Insurance – NLACRC pays the full cost of the Dental DMO Plan for employees and eligible dependents.
- Pre-Tax Flexible Spending Account for eligible health care expenses
- Pre-Tax Dependent Care Flexible Spending Account for eligible dependent care expenses.
- No cost Life, Accidental Death & Disability, Long Term Disability Insurance for employees.
- No cost Vision plan for employees and eligible dependents.
- Retirement plan - NLACRC is a member of CalPERS which is a defined benefit plan that provides a monthly retirement allowance for eligible employees.
- NLACRC offers two (2) deferred compensation plans - 457 and 403(b).
- Participate in the Public Service Loan Forgiveness program.
- Paid Time Off – Eligible for 3 weeks of accrued vacation in the first year, 8 hours per month sick time, education, wellness, and sabbatical time.
- Holidays – NLACRC offers 12 paid holidays throughout the year.
- Most positions are offered a hybrid – remote option.
- Professional Development Opportunities & Growth
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