Arbor Research Collaborative for Health seeks an IT Support Specialist to join out IT team. This role entails (among other duties and responsibilities) setting up, configuring and performing local / remote maintenance of all workstations as well as coordinating inventory and assignment of equipment, including workstations, printers and encrypted USB drives. A bachelor's degree with at least three years experience providing user technology support for networked Microsoft Windows systems in a secure environment is required for this position. This is a hybrid remote position requires a minimum of 3 days, or as needed, per week of onsite in Ann Arbor, MI.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

• Setup, configure, and perform local / remote maintenance of all workstations.
• Coordinate inventory and the assignment of equipment, including workstations, printers, and encrypted USB drives.
• Serve as gatekeeper for the IT ticketing system: provide tier 1 support to staff, resolve issues, and triage/escalate, as necessary. Troubleshoot user issues with network connectivity, MS Windows functionality, and other basic software usage.
• Provide support for end user computing environment, including troubleshooting, repairing, and upgrading hardware components.
• Install, patch and upgrade software in a networked Microsoft environment.
• Responsible for installation and maintenance of IT equipment, such as conferencing equipment, and printers.
• Create and maintain documentation related to software configurations, deployment procedures, and troubleshooting guides.
• Assist with installing and maintaining other network equipment as required.
• Assist with user account creation and support.
• Assist with implementation of security policies and remediation of identified workstation security deficiencies.
• Assist in administering and supporting Microsoft cloud services such as Azure, Teams, and Microsoft 365.
• Create and deploy software packages using ConnectWise Automate and Microsoft Intune.
• Communicate with external vendors for support related to workstations and other IT equipment.
• Other duties as assigned: as a small IT team, there are opportunities & responsibilities to explore new software, hardware, configurations, and other IT issues.

CORE VALUES

Our core values define who we are as an organization and serve as the foundation of our code of ethics. Arbor Research expects all employees to embody these and demonstrate them in our day-to-day work.

• Collaborative Spirit

We expect each staff member to learn from and teach one another and ask each to exhibit a curiosity and respect for the contributions of others.

• Creativity

We strive to cultivate a challenging, stimulating, and supportive environment where our employees are expected to be inquisitive, take initiative, and demonstrate ingenuity.

• Credibility

Our employees are smart, thoughtful, and objective in their work. We expect them to be technically solid in their area of expertise, and for those conducting research to demonstrate scientific rigor.

• Dedication

Our team achieves success because of our dedication to carrying out high quality work and delivering trusted results.

SUPERVISION RECEIVED

General administrative supervision is received from the Network Services Manager.

SUPERVISION EXERCISED

None

REQUIRED QUALIFICATIONS

• Bachelor’s degree with at least three (3) years providing user technical support for networked Microsoft Windows systems in a secure environment
• Excellent organizational skills

• Knowledge of IT security policies and procedures
• Knowledge of LAN/WAN technologies and security applications
• Ability to work effectively both independently and within a group environment

• Strong interpersonal skills are necessary for communicating with end users possessing varying degrees of technical expertise

DESIRABLE QUALIFICATIONS

• Non-profit experience
• Health research background

LOCATION

• Due to the nature of this work, this hybrid remote position requires a minimum of 3 days, or as needed, per week of onsite support in Ann Arbor, MI. No travel is required.