IT Support Specialist (Help Desk Tier 2)

The IT Support Specialist provides Tier 2 Help Desk support for Foundation staff meeting service needs including, but not limited to: Workstations (Windows, MacOS), Microsoft 365 applications, VoIP phones, POS terminals/devices, mobile devices (iOS, Android), basic networking, and audio/visual support for events, conferences, and meetings.

We will look to you to:

• Understand customer support, like working with people and ensure that the customer is satisfied.
• Address and resolve basic and complex incidents and requests; enter precise information into tickets and appropriately capture data; follow through promptly on all tickets.
• Manage all incidents and requests to ensure that work is completed to the customers’ satisfaction.
• Contribute to self-help knowledge bases and document typical requests and incidents, resolutions, and work-around procedures.
• Identify, evaluate, promote, and implement technical support best practices.
• Mentor, support, and cross-train other help desk technicians.
• Stay up to date on current solutions and versions in use at the Foundation.
• Look for opportunities to automate and streamline processes and procedures.
• Assist vendors with service calls for IT systems and services.

• Deploying and troubleshooting Windows and MacOS desktops and laptops
• Configuration and troubleshooting for Android and iOS/iPadOS devices
• Experience with setting up conferencing and audio/visual equipment such as conference phones, portable speaker systems, microphones, and web cameras.
• Excellent telephone manner and email communication skills are required together with the ability to handle challenging support situations with a calm and methodical approach.
• Ability to effectively balance high volume productivity demands with analytical troubleshooting and problem resolution.
• Ability to troubleshoot in a high-level systematic way, identify symptoms, research cause, and communicate solutions.
• Understanding of basic networking concepts, including network troubleshooting for connectivity issues, DHCP, DNS, and use of tools like PING and NSLOOKUP.
• Good time management skills, self-motivated, willing to accept feedback.
• Excellent interpersonal skills for written, oral and face to face communications, for technical and general business issues.
• Not required, but the following would be helpful additional skills:
• Scripting with PowerShell 2.0 or above. Scripting abilities should include validation, editing, input and output, and automation to production systems, specifically Active Directory.
• Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification or experience.
• Experience with conferencing and audio/visual systems.
  

• Lifting and carrying of 50 lbs. with or without assistance
• Bending, stooping, crawling required on weekly and sometimes daily basis.
• Must be comfortable working in enclosed and tight spaces.
• Must be comfortable working on ladders.
• Monticello is located on a mountaintop – walking on inclines and uneven terrain is required.
• Personal use of a car to transport equipment and to travel to and from various Foundation locations is required.

Bachelor’s degree or equivalent combination of education, training and related experience in computer science, management information systems, computer engineering or related discipline

We provide competitive compensation, as well as the following benefits for our full-time employees:

• Excellent benefits package (including medical, dental, vision, 401(k) retirement savings plan plus 6% match, life insurance, and more!).
• Fitness club membership discount.
• Discount in the Monticello Café, gift shop, and Monticello online catalog.
• Employee Assistance Program (EAP) – free for employee and dependents.
• $500 employee referral bonus.
• Exciting quarterly social events for all employees.