IT Support Specialist Field Staff (In-office Oxford, OH)

Join our team as a full-time employee! NextStep Networking, a division of EAJ Services, is an innovative information technology organization seeking to provide a Dignified IT experience to all of our clients. We offer a broad array of services, including IT Managed Services, Cloud Migration, and custom eLearning. We help organizations maximize the effectiveness of their IT systems, support their growth, and provide technology partnerships.

We are a diverse company with a commitment to providing a dignified work environment for all team members. We take pride in our diversity and inclusion efforts and continue to grow a customer-base of social-service focused nonprofits, schools, and local governments in southwest Ohio. Our mission is to make the local community a better place to live, learn, and work.

Job Description: 

The IT Support Specialist Field Staff Field Staff position offers an opportunity to make a tangible difference within a local government by providing crucial technical support. Responsibilities include promptly addressing hardware and software issues, managing user accounts, diagnosing hardware problems, and supporting audio-visual equipment for classrooms, presentations, and events. 

This role involves fostering a positive user experience by delivering high-quality support, actively seeking feedback for continuous improvement, and integrating seamlessly into the organizational culture and mission of the institution. With a service-minded attitude and a commitment to enhancing IT literacy, this individual contributes to smoother operations, enhanced productivity, and ultimately, the fulfillment of the organization's broader objectives within the community.

This position reports to a dedicated client site in Oxford, Ohio four days per week and reports to our office in Blue Ash, Ohio one day per week to learn new skills, collaborate with our team, and serve our other clients while working on our helpdesk. 

The primary function of this position is to provide first-level user support to clients. This position has a shared responsibility of after-hours support, which includes "on-call" evening and weekend shifts.

Essential Functions & Responsibilities:

• Provide frontline client-centered technical support to school staff and students, addressing hardware and software issues promptly and effectively. This includes the following types of support:
  • Creating user accounts and resetting passwords
  • Providing device enrollment and imaging 
  • Printer management assistance for local and networked systems
  • Supporting windows applications including Windows OS Issues, Windows Applications; Install Windows OS / Setup from factory
  • Performing hardware diagnostic support
  • Installing Microsoft Suite, Adobe, Browsers, Proprietary Applications
  • Use tools and resources to research and solve common technical issues
  • Diagnose and repair hardware issues on computers, printers, and other peripherals.
  • Pre-boot diagnostics (Windows and Chromebook machines)
  • Warranty status portals (other hardware)
  • Perform timely completion of requests as well as call logging, updating and closing of activities in service request management tools. 
  • Perform records maintenance and documentation. 
  • Monitor and respond to alerts generated by monitoring software.
  • Assist in the setup and support of audio-visual equipment for classrooms and events.
  • Answer incoming phone calls, manage client relationships, and communicate with clients.
• Ensure strict adherence to all compliance measures related to end-user privacy, safeguarding sensitive information and upholding confidentiality standards at all times.

To be an effective IT field staff member in a nonprofit, school, or local government environment, individuals should possess a combination of technical skills, interpersonal skills, and a service-oriented mindset. Here are some key skills:

Technical Proficiency:

• Understand hardware, software, and networking concepts. Knowledge of operating systems and productivity software (Microsoft 365, Google Workspace).

Problem-Solving:

• Analytical, adaptable, and creative in resolving IT challenges with limited resources.
  

Customer Service Orientation: 

• Excellent communication skills to interact with users of varying technical proficiency in a patient and helpful manner. Willingness to ensure users' satisfaction and productivity.
• Empathy and the ability to understand the needs and constraints of users, especially in nonprofit or school environments.

Time Management and Prioritization: 

• Effective time management skills to handle multiple tasks simultaneously and prioritize them based on urgency and importance.
• Ability to work under pressure and meet deadlines, especially during critical situations such as system failures or network outages.

Documentation and Training: 

• Capability to maintain accurate documentation of IT systems, configurations, and procedures.
• Willingness to provide training and support to users to enhance their IT literacy and reduce dependency on IT support.

Security Awareness:

• Understand cybersecurity principles and tools for data protection. Knowledge of antivirus software, firewalls, and other security tools to safeguard IT infrastructure.

Teamwork and Collaboration: 

• Ability to collaborate effectively with other IT team members, school staff, or nonprofit personnel to address complex IT issues and implement projects.
• Willingness to share knowledge and expertise with colleagues to foster a collaborative working environment.

Understanding Organizational Mission and Culture with a Service-Minded Attitude: 

• Being receptive to the organization's values, mission, and goals helps IT staff align their efforts with the broader objectives of the nonprofit or school.
• Recognizing the unique challenges and constraints faced by the organization allows IT staff to tailor their solutions and support strategies accordingly.
• Actively seeking feedback and incorporating it into IT processes demonstrates a commitment to continuous improvement and customer satisfaction. Build trust and confidence in the IT department's capabilities.

By possessing these skills and qualities, an IT field staff can effectively support the technology needs of a nonprofit or school, contributing to their mission and objectives.

Minimum Requirements & Qualifications: 

• High school diploma or GED
• Ability to provide the Essential Functions described above
• Driver’s license with a good driving record and dependable transportation
• Effective time management
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Positive attitude and a strong willingness to continually learn.

Preferred Experience and Knowledge:

• Experience providing end user network support or deskside support including areas such as technical guidance, troubleshooting and problem resolution, and instruction on issues such as password management, device enrollment, printer management, windows applications, installations, etc.
• A+ and Net+ certifications highly desirable
• Familiarity with Microsoft 365 Admin Console / G Suite Admin Console / On Prem user management
• Experience operating Active Directory, MDM and Cloud domain management tools
• Knowledge of devices and printers (Windows), Chrome Print Management Product (Chrome)
• Foundational knowledge of how domains work, why they are important, the appropriate domain settings based on client-type, and an understanding of the enrollment process for domains.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community; communicate positively and professionally to ensure client satisfaction.
• Effective problem-solving and analysis skills to assess issues and develop solutions independently or with broader team members.
• Experience in a customer service role with direct experience interfacing with customers.
• Strong written communication skills and ability to follow technical documents

Physical Demands:

While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift up to 50 pounds. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must be able to sit or stand at a designated workstation throughout working hours.

Work Environment:

This job operates in a professional office environment and may include remote/telework. This role routinely uses standard office equipment such as computers, phones, printers, etc. The noise level in the work environment is moderate. The work environment is primarily indoors but may require travel. 

Travel:

Travel is primarily local during the business day, although some out-of-area travel may be expected. The ability to travel to client locations is essential to performing this job.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Job Title: IT Support Specialist Field Staff

FLSA Status: Full-Time/Non-Exempt/Hourly 

Reports To: Operations Manager

Salary Range: *The salary will be commensurate to the skill sets, experience, education, and certifications*