IT Tech Support Specialist

Self-Help Services Corp; Durham (NC); On-site; USD 54,000 - 81,000; Full time

Job summary

Self-Help seeks an IT Support Specialist to join the Durham, NC team. You’ll maintain networks, troubleshoot hardware and software, support remote users, perform backups, and set up equipment for new hires. Strong diagnostic skills and customer service mindset are essential.

The role requires a high school diploma with five years’ experience or equivalent, familiarity with Outlook/Exchange, MS Office, VPN, and desktop/mobile tech. Travel and on-call hours may be required.

Qualifications

• High school diploma and five years' experience or training.
• Microsoft certifications preferred.
• Familiarity with mobile applications and computer hardware/software.
• Experience with Outlook/Exchange and MS Office.
• Remote user support experience and VPN knowledge.
• Willingness to travel and on-call flexibility.

Responsibilities

• Maintain and administer computer networks and computing environments; install and repair hardware/software per specs.
• Answer, prioritize, and resolve user requests for hardware, software, and networking issues.
• Diagnose and resolve problems, replace defective components when needed.
• Log calls, track history, and perform data backups and disaster recovery operations.
• Set up equipment for new hires and confer with staff to establish system requirements.
• Develop training materials and conduct user training on hardware/software.

Skills

Technical support

Customer service

Remote support

Troubleshooting

VPN

Education

High school diploma

Microsoft certifications preferred

Tools

Outlook/Exchange

MS Office

VPN

Remote access tooling

Job description

Job Description: WHO We Are: Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers to building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we're committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we've constantly sought new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

We are seeking an IT Support Specialist to join our Durham, NC team!

WHAT You'll Do:

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 assistance 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.

WHAT YOU'LL NEED:

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. Ability to demonstrate Self-Help's Core Values:

• Mission Before Self
• Service With Excellence
• Embracing & Promoting Change
• Results Not Credit
• Diversity as a Strength
• Financial Sustainability for Mission Impact

Compensation Range: $53,800 - $80,700

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Disclaimer: Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

Welcome to Self Help Careers! Self-Help is a family of Mission Driven non-profit financial organizations. Our national foot-print means we offer strong benefits and opportunities across the country. Our inclusive collegial culture means that no matter where you're located, you're part of a shared mission. At Self-Help we don't just go to work. We create change - and we do it together. Join Us!

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, please request the appropriate accommodation by emailing: [e-mail].