Onsite IT Support Specialist - Microsoft 365 & Devices

The National Center for Urban Solutions - NCUS; Youngstown (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

The National Center for Urban Solutions - NCUS is seeking an IT Support Specialist to provide day-to-day technology support across NCUS and its affiliated groups. This fully onsite role in Youngstown, OH involves resolving hardware, software, connectivity, and account-access issues, while maintaining clear ticket documentation and timely user communication.

Responsibilities include endpoint provisioning, device deployment, asset inventory, knowledge base creation, and collaboration with the IT

Qualifications

• Minimum an Associate’s Degree with a foundation and 3 years in Information Technology.
• Proven experience as a help desk technician or other customer support role.
• Industry-recognized credentials related to technology.
• Tech-savvy with knowledge of office automation products, databases, and security practices.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• MS 365 Admin Center experience preferred.
• Exceptional communication and interpersonal skills.

Responsibilities

• Receive, document, prioritize, troubleshoot, resolve, and close technology support tickets in accordance with established service expectations.
• Provide courteous support by phone, email, remote-support tools, and in person for staff, faculty, scholars, and other approved users.
• Diagnose common hardware, software, connectivity, printing, audio-visual, and account-access issues.
• Communicate ticket status, next steps, expected user actions, and resolution details in plain language.
• Escalate unresolved, high-impact, security-related, or out-of-scope issues with complete troubleshooting notes.
• Prepare, configure, deploy, replace, collect, and securely store laptops, desktops, tablets, phones, printers, and peripherals.
• Assist with device enrollment, standard software installation, updates, configuration, and basic compliance checks using approved management tools.
• Perform approved hardware upgrades and basic repairs, and coordinate warranty or vendor service when needed.
• Support technology setup for offices, classrooms, meetings, events, and temporary workspaces.
• Maintain accurate records for assigned equipment, accessories, users, locations, status, warranties, and lifecycle activity.
• Assist with physical inventory reviews, equipment labeling, stock organization, and reconciliation of missing or reassigned assets.
• Create and update knowledge articles, checklists, setup instructions, frequently asked questions, and troubleshooting guides.
• Document repeat issues and share observations that may improve service, standardization, reliability, or the user experience.
• Provide basic one-on-one or small-group instruction on approved technology tools and safe computing practices.
• Participate in routine deployments, upgrades, testing, audits, and other technology projects within the role’s assigned scope.

Skills

Help desk experience

MS 365 knowledge

Technical troubleshooting

Strong communication

Education

Associate’s Degree

Industry credentials

Tools

MS 365 Admin Center

Remote support tools

Inventory systems

Job description

The National Center for Urban Solutions - NCUS is seeking an IT Support Specialist to provide day-to-day technology support across NCUS and its affiliated groups. This fully onsite role in Youngstown, OH involves resolving hardware, software, connectivity, and account-access issues, while maintaining clear ticket documentation and timely user communication.

Responsibilities include endpoint provisioning, device deployment, asset inventory, knowledge base creation, and collaboration with the IT