IT Support Specialist

Summary

The IT Support Specialist is the go-to person for staff when technology gets tricky, whether it’s a password reset, a VPN that won’t connect, or prepping a new laptop for onboarding. Your work keeps the wheels turning across the agency, ensuring staff can focus on what they do best: supporting the community.

This is a hands-on, people-centered role that combines technical troubleshooting with communication finesse. You’ll respond to helpdesk requests, assist with equipment setup and maintenance, create helpful tech tips, and manage inventory. JFCS staff work in the office and out in the field, and their tech comfort levels vary, so your friendly, calm support makes a real difference. If you like solving daily tech puzzles and helping people feel confident in their tools, we’d love to meet you.

Agency Information:

JFCS is a multi-faceted human services agency with the mission to provide essential services to people of all ages and backgrounds to sustain healthy relationships, ease suffering and offer support in times of need. JFCS is a place where you can put your values to work every day. You will be able to:

• Make a positive difference in the lives of others
• Feel energized to give your best effort and enjoy a healthy work/life balance
• Learn, grow and accomplish new things

JFCS serves and employs people of all cultures and faith traditions and highly values inclusion and diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. AA/EEO

Salary and Benefits:

• Salary range: $56,000-60,000 annually, depending on qualifications and experience.
• Competitive benefits package including medical insurance, 401(k) with match, life and long-term disability insurance, and access to other benefits including vision and dental.
• Work-life balance including 37.5-hour work week, 3 weeks of vacation, paid sick time, paid parental leave, and holidays.

Responsibilities

Helpdesk and End-User Support (45%)

• Respond to staff helpdesk requests including password resets, application support, and hardware issues
• Troubleshoot common and complex issues with printers, phones, laptops, and desktop setups
• Guide new hires through tech onboarding (accounts, devices, best practices)
• Provide remote support for offsite staff

System Maintenance and Lifecycle Support (30%)

• Maintain and manage routine upkeep of desktops, laptops, phones and printers
• Assist with equipment prep, upgrades, and decommissioning
• Track and maintain accurate equipment inventory and assignment records
• Handle day-to-day phone system tasks like voicemail resets

Documentation and Staff Resources (15%)

• Create and update internal documentation for troubleshooting and workflows
• Write easy-to-follow tech tips and guides to help staff solve basic issues independently
• Develop and lead in-person or virtual training sessions to help staff build confidence with agency technology; communicate clearly and patiently with both technical and non-technical audiences
• Help improve clarity and consistency in IT onboarding and support materials
• Research and recommend other training resources for staff as appropriate

Additional Responsibilities (10%)

• Assist with system upgrades and other IT projects
• Provide backup coverage for Senior Systems Administrator duties when needed
• Actively participate in the Technology Advisory Committee 

Experience and Knowledge:

• Experience providing technical support and assisting others to resolve issues in a helpdesk or IT support role
• Knowledge and proficiency with MS Office 365, including Word, Excel, Outlook, PowerPoint, SharePoint, Teams, and other programs
• Comfort with Windows devices, Android and iOS phones, and basic networking
• Familiarity with IT asset management and basic security practices preferred
• Current certifications (CompTIA A+, Network+, Microsoft, etc.) are helpful but not required

Skills and Qualities

• Ability to communicate effectively orally and in writing, and adjust communication style depending on technical proficiency of audience
• Effective problem-solver with the ability to logically progress through troubleshooting steps to resolve an issue or escalate wisely
• Excellent organizational skills and attention to detail
• Strong time management and task prioritization skills
• Proficient user of hardware and software including desktop and laptop computers, peripherals, cell phones, and locally installed and web-based applications
• Curious mindset that embraces new technologies and opportunities
• Ability to work creatively and collaboratively with staff
• Commitment to consistently reflecting JFCS’s Values: compassion, inclusion, innovation, integrity, and collaboration
• Proven ability to effectively engage with people from all backgrounds, socioeconomic statuses, and mental and physical abilities
• Actively contributes to the agency community by participating in committees, workgroups, or other collaborative efforts that support agency goals and foster a positive work environment

Work Environment/Physical Demands

The IT Support Specialist position requires sitting, standing, bending, kneeling, and occasional lifting (up to 40 lbs.). Primary work location is in the Golden Valley office, travelling to other agency locations as needed. Must have access to reliable transportation. 

Additional Information

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.