IT Support Specialist

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!

Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.

Step Up For Students offers an excellent benefits package:
SUFS Total Rewards

Medical - HSA/FSA - Dental - Vision
Company Paid Disability - Life Insurance
401K Match - Tuition Reimbursement
Generous Time off Policy - Professional Development

Step Up For Students empowers families to pursue the most appropriate learning options for their children. We unite communities to provide scholarships that open doors to a stronger future. With this support, students can choose the right learning environment and access resources to reach their full potential.

Our culture is rooted in two core values:

• Everyone is an asset
• Every event is an improvement opportunity

These values guide how we work together and continuously improve. We expect every team member to bring these principles to life in their daily work.

The Help Desk Technician is responsible for the day-to-day administration, troubleshooting and maintenance of desktop systems and applications. Serves as the first point of contact for customers that need technical assistance over the phone, email or in-person. The technician must have good technical knowledge and the ability to communicate solutions effectively. The ability to respond and support the systems in a timely manner is critical. This position will report to the Manager, IT Operations Support.

Location: Jacksonville, Florida (United States)

Key Responsibilities:

• Provide direct or over the phone support related to PCs, laptops, telecom devices, software applications and user access to the corporate network for remote individuals.
• Respond to requests and incidents in the designated ITSM application and log support activities accordingly.
• Coordinate support and repair efforts with third party vendors and onsite personnel.
• Build, configure and physically set up computers, printers and accessories.
• Maintain daily support of audio & video equipment.
• Participate in the development and implementation of new business processes that improve efficiency and enhance productivity.
• Maintain or develop training material, how-to guidance docs and knowledgebase articles for departmental or corporate use.
• Provide systems training to new employees during new hire orientation.
• Evaluate computer systems based on the company’s corporate hardware policy.
• Assist the Infrastructure team in lower-level projects or tasks.
• Participate in “On-Call” rotation for after-hours support.
• Occasional travel to other office locations.

Qualifications:

• Thorough knowledge of current and future technology solutions for the Internet; handheld devices; personal computers; and networks.

Key Competencies:

• Proven time management skills; able to multi-task.
• Ability to work independently and as a team member.
• Excellent customer service and support skills.
• Strong knowledge of Windows Operating systems for workstations
• Ability to troubleshoot Windows Server Operating systems (Server 2008 R2, Server 2012 R2)
• Good understating of Active Directory
• Able to work well under pressure.
• Exhibit professional demeanor.
• Ability to take direction and follow through with assignments.
• Good planning, organizing and problem-solving skills.
• Use initiative, exercise good judgment, and exhibit business savvy orientation.
• Very strong conceptual, analytical, judgment and communication abilities are critical.
• Extensive knowledge of Microsoft Office 365 and its products, especially Word, PowerPoint, Excel, and Outlook.
• Knowledge of basic networking, client machine installation onto a network and local area troubleshooting.

Interview Process:

• Veriff Identity Verification
• Recruiter Video Interview
• Hiring Manager Video Interview
• Panel Video Interview

Why you’ll love working here:

• Award-Winning Culture:

We’ve been named one of the Best Companies to Work For four years in a row by Florida Trend and Workforce Research Group and honored as one of the Healthiest Companies by Florida’s First Coast Worksite Wellness Council. Fast Company recognized us as one of the Best Workplaces for Innovators—proof that we foster an environment where big ideas and bold thinking are encouraged.

• Comprehensive Benefits:

Enjoy medical, dental, and vision coverage, plus HSA, FSA, and Lifestyle Spending Accounts. We also offer a competitive 401(k) with company match to help you plan for the future.

• Flexibility & Work-Life Harmony:

Remote work options and unique time-off programs—including 14 paid holidays, Care and Parental Leave, and our Flexible Leave policy.

• Growth & Development:

From mentorship programs to management training and professional development opportunities, we invest in your career journey every step of the way.

• Supportive Professional Environment:

Our dedicated coaching team is here to help you succeed, and employee-led committees give you a voice in shaping our workplace. Collaboration isn’t just encouraged, it’s how we work.

Working Conditions and Equipment Use:

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Valid driver license with proof of insurance.
• Must be able to lift up to fifteen (15) pounds.
• Frequent use of office machines to include telephone, computer, and printer.

Step Up For Students is an equal opportunity employer committed to diversity & inclusion in the workplace.