IT Support Specialist - Troubleshooting, Training & On‑Call

Habitat For Humanity Of Durham; Durham (NC); On-site; USD 54,000 - 81,000; Full time

Job summary

Self-Help is seeking an IT Support Specialist to join the Durham, NC team. You will maintain and administer computer networks, handle user requests, diagnose and resolve hardware and software issues, and manage backups and disaster recovery.

The role requires a high school diploma with five years of experience, Microsoft certifications preferred, and familiarity with mobile applications. Travel may be necessary; the organization emphasizes equal opportunity and diversity.

Qualifications

• High school diploma and five (5) years’ experience and/or training, or an equivalent combination of education and experience.
• Microsoft certifications preferred.
• Familiarity of mobile applications (cell phones, mobile devices, etc.).
• Computers and Electronics – knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Hardware troubleshooting/repair experience (PC’s laptops, printers, other peripherals).
• Client e-mail support (Outlook, Exchange Server).
• Software support (MS Office, Internet, financial software, security).
• Remote user support (modem/dialup, VPN, wireless).
• NT experience (user account creation/management, permissions, security).
• Remote and wide area software deployment
• Customer service skills.
• Must be able to work flexible hours to include on-call support
• Ability to travel as needed; valid driver’s license required.

Responsibilities

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations; install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistances from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect information about problem and lead user through diagnostic procedures to determine of error.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Log and track calls using problem management database, and maintain history records and related documentation.
• Perform data backups and disaster recovery operations.
• Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware of software problems or defective products to vendors or technicians for service.
• Contribute to developing training materials and procedures, or conduct training to users in the proper use of hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Documentation of procedures or changes in procedures.

Skills

Five years IT support experience

Microsoft certifications preferred

Familiarity with mobile applications

Remote user support

Customer service skills

Ability to travel

Education

High school diploma

Tools

Outlook

Exchange Server

MS Office

VPN

Remote deployment tools

Job description

Self-Help is seeking an IT Support Specialist to join the Durham, NC team. You will maintain and administer computer networks, handle user requests, diagnose and resolve hardware and software issues, and manage backups and disaster recovery.

The role requires a high school diploma with five years of experience, Microsoft certifications preferred, and familiarity with mobile applications. Travel may be necessary; the organization emphasizes equal opportunity and diversity.