User Support Specialist

POSITION: User Support Specialist

STATUS: Full-Time/Non-Exempt

DEPARTMENT: Information Technology

REPORTS TO: Director of Information Technology

Position Concept

The User Support Specialist serves as the primary point of contact for staff experiencing software and user-related IT issues, providing courteous, solution-focused customer service and clear communication at every step. This role plays a key part in onboarding and offboarding processes, ensuring that new employees receive timely access, orientation, and digital setup. The position manages support tickets, provides one on one solutions-based training, maintains documentation, and works closely with all IT Staff to enhance the overall user experience. Also serves as backup for the Tessitura Operations Specialists team for data entry and proofing performance setup data and assists with Tessitura data maintenance.

Essential Functions

• Serve as the first line of support for staff encountering user-facing or software-related issues across Microsoft 365, SharePoint, Teams, OneDrive, Tessitura, and other platforms.
• Monitor and respond to help desk requests promptly; ensure all tickets are properly tracked, prioritized, and resolved or escalated.
• Coordinate and execute onboarding and offboarding tasks including account setup, permission configuration, software access, and initial user guidance.
• Act as the first digital contact for new staff, offering hands-on support and direction during the onboarding process.
• Create and maintain easy-to-follow documentation, FAQs, and self-help resources tailored to common staff needs.
• Deliver or coordinate staff training on digital tools and usage best practices.
• Identify patterns in support requests and recommend solutions, process improvements, or proactive training opportunities.
• Support technology-related projects by facilitating user testing, feedback collection, and documentation development.
  
  

Education/ Experiences

• High School Diploma or GED required.
• Associate Degree in Information Technology (IT), Computer Science, or related field preferred.
• 1–2 Years of Experience working in IT support.
• Experience with ticketing systems (Tessitura preferred) preferred.
• Experience with Microsoft 365 required.
  
  

Demonstrated Skills Or Knowledge

• Strong troubleshooting and communication skills with a focus on end-user support.
• Familiarity with Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive) is preferred.
• Organized and responsive; able to manage multiple priorities and maintain detailed documentation.
• Customer service orientation with a proactive approach to problem-solving.
• Prior experience in a user support or help desk environment is highly desirable.
• Knowledge of Tessitura software is a plus; training will be provided if needed.
  
  

Physical Demands

• Ability to lift and carry up to 25 lbs.
• Ability to sit at a computer for extended periods-of-time.
• Ability to operate computer, calculator, and other basic office machines.
• Ability to use telephone.
• Ability to maintain good attendance.
  
  

Other

• Valid driver's license and safe driving record.
• Successful completion of a background check and drug screen.
  
  

Ruth Eckerd Hall is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our patrons and contributing to the financial success of the organization and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a human resources representative.