IT Support Specialist - Tier 1

Tri Delta is seeking a front-line, helpdesk IT Support Specialist to join our Technology team. The ideal candidate will combine their people focused customer service skills with adept technical knowledge to provide Tier 1 level technical support to Tri Delta’s staff, volunteers, and members. The role will also track and maintain all physical technology assets as well as preparing equipment for new staff members, e.g. company laptops.

This position is well suited for a candidate who is eager to begin their IT career, enjoys helping people solve problems, and is excited to learn new skills in a dynamic team environment.

The role is remote eligible. Candidates must be physically located in the US and eligible to work in the US without sponsorship.

Why work for Tri Delta?

• Mission driven culture

• Excellent work environment

• Paid vacation & holidays

• Benefits including health insurance (medical, dental, & vision), retirement, & life insurance

• Industry leading professional training

• Growth & promotion opportunities

Quick Details:

• Status: Full-time

• Location: Remote

• Travel: 3-4 trips per year

• Supervised by: Sr. Director of Technology

• Supervises: N/A

• Driving Status: Occasional. About 20% of our inventory is Apple's and for speed of delivery we will need someone that may make occasional pickups at a local Apple store.

KEY RESPONSIBILITIES

• Tier 1 Support

  • Process, respond, manage and close help desk tickets for technical support within the prescribed response and closure timeframe using the ZenDesk platform.

  • Participate in continuous learning opportunities to provide high quality support to the organization

  • Provide assistance and training to staff and volunteers in the use of technology equipment and software.

  • Escalate to Tier 2 or higher support as needed and when issues are escalated, continue to monitor to ensure that they are being resolved.

• IT Asset Administration

  • Keep the current record of all physical IT assets in the asset management system.

  • Support the identification, purchase, preparation and delivery of new equipment for staff.

  • Recommend retirement of assets and manage the environmentally sustainable disposal of retired assets.

  • Maintain readily deployable assets for new employees and for temporary use.

• IT Platform Administration

  • Maintain the record of software utilized by the enterprise and provide that record as part of the annual operating plan.

  • Manage enterprise-wide software platforms, including users, performance, updates, outages.

  • Work with supervisor and staff to manage and implement the enterprise cybersecurity plan.

  • Reconcile software billing and make recommendations for cost savings opportunities.