IT Support Specialist

The IT Support Specialist provides direct support for DePaul team members' use of information technology systems and services to advance the agency's mission. This position works in a dynamic, fast-paced department that provides support, troubleshooting and remediation services over the phone, through email, phone, chat, and in-person (whether out at sites or for walk-in customers).

Why work for DePaul?

Make a positive difference in someone's life
• Supportive work environment
• We value diversity
• Opportunity for professional development and career advancement
• Excellent benefits and competitive wages
• Pay range for this position is $25-$25.90/hour based on experience

• Providing 2^nd level support for general desktop hardware, peripherals & software.
• Acting as an escalation resource for Customer Support (Level 1).
• Assisting with developing solutions to proactively address issues to enable and/or enhance user productivity.
• Recommending process improvements and modifications to ensure a highly secure, stable, and user-friendly desktop computing experience.
• Testing and managing hardware, software and adhering to the appropriate implementation and/or release processes.
• Supporting IT processes through the proper management of Incidents, Service Requests, and Change Requests.
• Enabling fellow team members by sharing knowledge, experience and findings in the spirit of team growth.
• Additional training and/or certification may be required to ensure that skill sets are current and meet the demands of changing technology and ITSM practices.

• 5+ years of experience supporting desktop technologies, including software, hardware, network connectivity and print services.
• Knowledge of ITIL or other service management framework a plus (ITIL Foundations certification preferred).
• A+ certification or equivalent knowledge/experience.
• Microsoft certification is a plus.
• Clean NYS driving record as outlined in DePaul's personnel policy.

SKILLS:

• Exceptional customer service skills, including outstanding oral, written, and interpersonal communications skills.
• Extensive skills troubleshooting IT infrastructure and endpoint devices - user hardware/software, IT management/support platforms, telecom, smartphones, peripherals, etc.
• Strong analytical, problem solving, and organizational skills.
• Ability to appropriately prioritize multiple tasks to complete in a timely manner.
• Ability to work independently and as part of a team.
• Comfortable working under pressure and in a fast-paced environment.
• Experience working with vendors and 3^rd party service providers.
  

WORKING KNOWLEDGE OF THE FOLLOWING REQUIRED:

• Cyber Security general practices
• Collaboration & Productivity Services
  • Microsoft 365 Office Applications
  • OneDrive
  • SharePoint
  • Exchange 365
• Identity & Access Management Services
  • Microsoft Entra (Azure AD)
• LAN/WAN technologies (including wireless networking)

KNOWLEDGE OF THE FOLLOWING IS DESIRED:

• VoIP Telephony Systems/Services
• Surveillance and Access Control systems
• Configuration Management, Deployment and Device Management Services
• Directory Services - Configuration & Management

Includes periods of sitting and computer use as well as the need to lift and bend to move files and training materials. Will require travel as work will occur offsite.

This full-time position is eligible for the following benefits: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Generous PTO & Paid Holidays, 403B, Employee Discount Programs, and Staff Recognition Programs.

DePaul is an equal opportunity employer that values diversity. All employment is decided based on qualifications, merit and program need.