IT Technical Support Specialist

Early Childhood Resource Center • Cleveland, OH

15h

About The Position

The IT Technical Support Specialist provides day-to-day technical support and technology services to employees across the organization. The position supports user accounts and access, computer hardware and software, network resources, Microsoft 365 applications, Outlook, SharePoint, Teams, and other technology systems. The Specialist responds to help desk requests, troubleshoots and resolves technical issues, deploys and maintains end-user equipment, and assists with technology projects and system implementations. The role also maintains accurate technical documentation, supports IT security requirements, and provides responsive, customer-focused assistance to users at all levels of the organization.

Requirements

• Experience supporting Microsoft Windows environments.
• Experience with Active Directory administration.
• Experience with Microsoft 365, Outlook, SharePoint, and Teams.
• Experience providing help desk or technical support services.
• Strong customer service and communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Strong organizational and documentation skills.
• Ability to prioritize multiple tasks and work independently.
• Ability to work effectively with users at all levels of the organization.
• Ability to move and install computer equipment and peripherals.
• Ability to sit, stand, and work at a computer for extended periods.
• Occasional lifting of equipment up to 25 pounds.

Nice To Haves

• Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent combination of education and experience may be considered.

Responsibilities

• Create, modify, disable, and delete Active Directory user accounts; manage group memberships and security permissions; reset passwords and troubleshoot account access; and maintain account documentation in accordance with security policies.
• Create and modify network file shares, assign and maintain folder permissions, troubleshoot access to file shares and network resources, and assist with data organization and storage management.
• Respond to help desk calls, emails, and support tickets; diagnose and resolve hardware, software, network, and application issues; escalate complex issues as needed; document incidents, requests, and resolutions; and provide customer-focused technical assistance.
• Configure and maintain Outlook profiles and email accounts; troubleshoot email connectivity, synchronization, and calendar issues; support Microsoft Exchange and Microsoft 365 email services; and assist with desktop and mobile email configuration.
• Create, configure, and maintain SharePoint sites and libraries; manage permissions and access; assist departments with SharePoint content organization; and support document management and collaboration initiatives.
• Create and manage Microsoft Teams, channels, and memberships; configure collaboration settings and permissions; troubleshoot meetings, chat, and file sharing; and provide user training and guidance on Teams best practices.
• Set up and deploy computers, monitors, printers, and other peripherals; install and configure software; perform system maintenance and updates as directed; assist with technology projects and system implementations; follow IT security policies and best practices; and prepare reports and audits as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree