Description

An established leader in the Northeast Ohio civic landscape, College Now has been changing the lives of students in our region since 1967. We do this by providing college and career access advising, financial aid counseling, and scholarship and retention services to students from middle school through adulthood with a special focus on supporting those from low-income backgrounds and first-generation college students. An individual filling this position can expect to have a direct impact on Northeast Ohio students and families.

When you work for College Now, you are part of an innovative and visionary team, committed to College Now's mission, vision and values as we are committed to creating a collaborative, inclusive workplace for team members. Offering superior benefits, ample opportunities for professional growth and development, and the chance to make an impact on the community, College Now is where careers are made and grown.

POSITION TITLE: IT Support SpecialistSTATUS: Non-Exempt

STANDARD HOURS: Full Time, 40 Hours per Week

REPORTS TO: Director of Information Technology

ASSIGNED TO: IT and Data Services

SALARY: Starts at $40K and increases with relevant experience

Position Summary 

The IT Support Specialist I is an entry-level position that provides frontline helpdesk support to College Now staff and partners. Serving as the first point of contact for all support requests, this position will collaborate with other members of College Now’s IT and Data Services team to implement new technologies, help keep the organization secure with enforcement of cybersecurity best practices, and train College Now staff members and partners while providing excellent customer service. College Now’s information technology team values innovation and growth. An individual in this position will be frequently challenged to explore new concepts and ideas to more effectively support the efforts of College Now staff members.

Essential Functions

1. Directly responsible for providing frontline IT help desk support to staff, partners, and affiliates by: providing a high level of customer service and utilizing appropriate resources to efficiently solve problems and escalate when appropriate, with a significant focus on minimizing end-user downtime; and tracking resolution progress through central ticketing system and ensuring that Service Level Agreements are achieved by properly documenting and closing tickets.

1. Assists with the enforcement of modern, industry-standard cybersecurity best practices throughout the organization.

1. Prepares, deploys, and maintains information technology assets. Properly tracks and documents asset movements using College Now’s information technology asset inventory.

1. Troubleshoots issues relating to College Now’s technology infrastructure and cloud-based services. Develops documentation for technology utilized by staff, with the goal of maximizing ease of use and utility.

1. Assists with the enforcement of organization-wide policies related to acceptable use, network security, and service level agreements at the direction of the Director of Information Technology.

1. Assists with the purchasing of College Now information technology assets and services at the direction of the Director of Information Technology.

1. Ensures organization-wide technology proficiency by providing and assisting with the development of technology training for College Now staff and industry partners.

1. Assists with information technology projects that maintain strong technological health and long-term sustainability throughout the organization.

Qualifications

Essential Knowledge

• An associate’s degree in a technology-related field, technical certification, or equivalent work experience.
• Experience performing basic troubleshooting of Microsoft Windows devices and software.
• A basic level of understanding of computer hardware and concepts.
• Strong written and verbal communication skills.
• 1-2 years of professional experience in a customer service position or information technology field preferred, but not required.

Ideal Candidate

The ideal IT Support Specialist I should exhibit the following traits:

• Excellent organizational skills and attention to detail.
• A drive for efficient and effective customer service, with a strong focus on limiting end-user downtime.
• A mindset focused on finding solutions and a “whatever it takes” attitude when solving problems for end-users.
• A long-standing passion for computers and technology.
• An ability to effectively communicate technology solutions to end-users who present a wide array of technical ability and experience.
• An understanding of the value that non-profit work provides to the community.

Disclaimer: "Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time."