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Information Technology (IT) Specialist
Information Technology (IT) Specialist
Job Type
Part-Time
Position Summary:
- The IT Specialist role provides essential technical support and hardware management for the 300+ employees of Lutheran Family Services. This role is responsible for the day-to-day resolution of hardware and software issues, ensuring staff have the functional tools, technology, and connectivity needed to serve our clients effectively.
Job Duties:
- Cultivate relationships with staff and vendors alike, ensuring that when issues arise, they are resolved in a timely and efficient manner
- Identify problematic technology issues within the organization and work with IT Manager and vendors to provide and implement solutions upon authorization
- Ensure timely resolution of computer issues by working with staff and managing our Managed Services Provider.
- Manage company issued devices and BYODs, along with the ability to enforce policies and deploy applications via a mobile device management platform.
- Maintain and cultivate positive working relationships with vendors, partner agencies, and LFS staff.
- Support a variety of team members with the use of equipment to render services to clients.
- Understand technology’s role in service delivery within the agency and execute accordingly.
- Provide direct hardware and software support to staff, resolving common technical issues (connectively, peripheral setup, software navigation) before escalating to external vendors.
- Solve complex issues, translate staff technical difficulties into actionable information for the Managed Service Provider (MSP) or IT Manager, and track the ticket to ensure a timely resolution.
- Act as hands-on contact for mobile device and VoIP issues, assisting staff with setup, basic configuration, and hardware troubleshooting.
- Manage the physical preparation, inventorying, and shipping of technology assets to staff across the state. Partner with hiring managers to confirm equipment needs and shipping locations for new staff.
- Maintain the Active Directory environment by accurately updating user accounts, group membership, and permissions based on staff changes.
- Continually monitor trends and issues, identify and present solutions to fill gaps and needs.
- Proactively seek to observe, plan, design, build, and deploy solutions that enable our staff.
- Maintain confidentiality and security of systems and adhere to all policies and procedures.
- Foster an environment where quarterly KPIs indicate progress and vendor effort to improve service delivery for our clients and staff.
- Attend and participate in meetings for training, team building, and program planning.
- Other duties as assigned.
Required Skills/Abilities:
- Excellent verbal and written communication skills, to include articulating technical issues to non-technical individuals, etc.
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Strong analytical and problem-solving skills.
- Ability to act with integrity, professionalism, and confidentiality.
- Possess excellent interpersonal and customer service skills and be able to work with a wide variety of employees, colleagues, partners, and vendors.
- Use of independent discretion and judgment within areas of responsibility.
- Participate in the organization’s Performance & Quality Improvement (PQI) activities as assigned.
- Regular and predictable attendance, and promptness for work.
- Commitment to uphold the mission, vision, and values of Lutheran Family Services.
- Support Lutheran Family Services in the organization’s objective to be a diverse, equitable, inclusive, and accessible workplace.
Position Competencies:
- Relationship Builder
- Helping
- Decision Making
- Resiliency
- Analyzing
Education and Experience:
- Experience in a technical support or customer-facing role is preferred.
- Experience with Windows operating systems, server environments, support platforms and methodologies, antivirus protection systems, and SaaS platforms (Microsoft Office 365, etc.)
- Experience with Android, iOS, Windows, MacOS, and ChromeOS systems.
- Experience with Active Directory.
- Demonstrated understanding of and ability to work with people of diverse backgrounds.
Physical Requirements:
- Hybrid work model (remote and onsite).
- Office environment to include sitting for long periods of time, bending, standing and maneuvering hard to reach places.
- Weekly presence at LFS office location(s) required. Travel to various locations to meet vendors/staff. Overnight stays may occur.
- Must be able to sit at desk and work at a computer screen for hours at a time.
- Ability to lift up to 50 lbs.
- Valid driver’s license, reliable vehicle, liability car insurance, and ability to drive for work.
Lutheran Family Services is an equal opportunity employer. We do not discriminate against any employee or applicant for employment on the basis of age, race, religion, color, ethnicity, disability, gender, sexual orientation, gender identity, or national origin.
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