IT Support Specialist

St. Vincent de Paul Georgia•Atlanta, GA

10d•Onsite

About The Position

The Information Technology Support Specialist provides technical support and oversight of SVdP’s technology systems, devices and user accounts. This hands-on position is primarily responsible for help desk support, hardware and software asset management, Microsoft 365 administration, user support for the organization's Client Management System (CMS), the telephony systems and other information technology needs as assigned. The role serves as the primary point of contact for day-to-day technology needs and works closely with the Technology & Data Systems Manager to maintain reliable, secure, and efficient technology operations. The ideal candidate will have extensive knowledge of computer hardware and software, network maintenance, and industry trends to keep us on the cutting edge.

Requirements

Associate's degree in Information Technology, Computer Science or related field
Two years’ experience providing IT help desk, desktop support, or internal technology support
CompTIA A+, Microsoft certifications or comparable technical certifications strongly preferred
Working knowledge of Microsoft 365 administration, including user accounts, licenses, Outlook, Teams, OneDrive, and SharePoint.
Strong knowledge of endpoint setup, laptop provisioning, and user account management.
Ability to troubleshoot common hardware, software, network, printer, and account access issues.
Basic understanding of networking concepts, including Wi-Fi, switches, printers, and VoIP phones.
Ability to document work, follow procedures, and keep ticketing and asset systems accurate.
Experience with Syncro or a similar RMM/ticketing/asset management platform.
Strong customer-service orientation and patience when supporting non-technical users.
Reliable, detail-oriented, and process-driven.
Ability to manage multiple priorities and respond appropriately to urgent request.
Friendly and professional when working with staff at all technical skill levels.
Curious and willing to learn new systems.
Able to work independently while keeping the Technology Manager informed.
Able to support the mission of a Catholic faith-based nonprofit

Nice To Haves

Familiarity with Power BI and WordPress administration preferred.
Experience supporting nonprofit, small business, or multi-site environments a plus.

Responsibilities

Serve as the primary responder for internal technology support requests using the Syncro system.
Maintain documentation, ticket categories, workflows, and standard procedures.
Provision, modify, and deactivate user accounts, software installation and system access as needed.
Troubleshoot and resolve routine issues involving Microsoft 365, including Outlook email, Teams, SharePoint and OneDrive; printers; phones; Wi-Fi and workstation hardware.
Support shared mailboxes, distribution lists and basic SharePoint permissions.
Coordinate equipment delivery and collection during onboarding/offboarding.
Maintain onboarding and offboarding documentation and procedures.
Maintain accurate records of technology assets, including laptops, desktops, printers and related equipment.
Track device assignments, warranties, lifecycle status, replacement schedules and inventory levels.
Assist with equipment procurement, deployment, maintenance and replacement planning.
Provide tier-one level support for the organization’s proprietary Client Management System (CMS) including user access requests and troubleshooting.
Document recurring issues, resolutions and support procedures.
Maintain accurate workflows, documentation and knowledge base resources.
Coordinate with vendors or service providers when needed.
Escalate tenant-wide configuration, security, compliance, or governance decisions to the Technology & Data Systems Manager.
Troubleshoot common connectivity and hardware issues.
Support staff with practical, day-to-day technology needs.