Help Desk Support Specialist - West Allis, United States - Lutheran Social Service of Minnesota

Description

Lutheran Social Services (LSS) is a private, non-profit, human service agency providing a variety of services throughout Wisconsin and Upper Michigan.

Over the years, LSS has grown to become one of the largest human service agencies in the two state area serving more than 125,000 clients annually.

We are looking for passionate, mission-driven individuals like you to help provide services including outpatient behavioral health management, international, domestic and special needs adoptions, older adult services, support services for children, youth and families, community corrections programs and support services for adults with disabilities and/or mental health concerns.

Motivated by the compassion of Christ, we help people improve the quality of their lives. Does this describe your personal mission statement?

Are you motivated to serve by sharing your talents? If you would like to help us achieve our mission, please apply for the following opportunity.

Description

Lutheran Social Services of WI and Upper MI is currently seeking an

IT Customer Support Specialist to join our Help Desk team.

IT Customer Support Specialists provide tier 1 and tier 2 help desk support to internal customers throughout Wisconsin and Upper MI.

The role will work with a team of 4 IT Customer Support Specialists as well as the Systems Analyst and System Administrator.

The position is located in our corporate office in West Allis with hours primarily

Monday through Friday, 8 AM - 5 PM, no weekends or on-call.

This position requires colleagues to be onsite at the West Allis office for onboarding and training with the possibility to work from home on occasion once training is complete.

Under the direction of the Support Supervisor, the IT Customer Support Specialist is responsible for maintaining, analyzing, and troubleshooting computer systems, hardware, and computer peripherals for multiple locations in Wisconsin and Upper Michigan including networked and standalone equipment.

The IT Customer Support Specialist is responsible for answering calls, emails, and returning voice mails resultant from customer contacts for support.

This individual is responsible for assisting with any application, hardware, peripheral or other situations that require IT Customer Support Specialist input.

The IT Customer Support Specialist collaborates closely with Sr.

Customer Support Specialists and the Support Supervisor when issues arise to ensure they are resolved quickly and communications are being delivered to management and impacted users in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Receive and resolve IT trouble tickets logged through call tracking system

Provide IT support to all LSS offices throughout Wisconsin and Upper Michigan

Perform primary functions of answering phones, e-mails, and tracking issues

Resolve front line support issues and escalate as needed

Remotely install, upgrade, and maintain IT software for end users

Follows instructions and IT policies to perform functions

Work independently when required

Monitor outstanding tickets and resolve or update as required

Ability to travel on occasion

Other duties as assigned


PERKS:
Public Service Loan Forgiveness (PSLF)

By being employed with LSS, which is a non-profit agency, you can be eligible for loan forgiveness under the Public Service Loan Forgiveness program.

Loans are eligible to be forgiven after 10 years of on-time and consistent payments through the income-based re-payment plan.

LSS Clinical Managers () and Human Capital employees can assist you in applying for this benefit.

Medical/Dental/Vision Insurance

Flex Spending for Dependent & Health Care

Mileage reimbursement

Paid Time Off

10 Paid Holidays

Ability to Contribute to 403B

LSS makes annual raises a priority for employees

Employee Assistance Program

Service Awards and Recognition


EDUCATION AND/OR EXPERIENCE:
This position requires a High School diploma; Associates Degree in Information Technology preferred. A minimum of 1 year of IT support experience; or a related combination of education and / or experience. Prefer strong experience providing end user IT support and customer service. Requires excellent problem solving and analysis skills. Strong organizational and planning skills. Detail oriented mindset is a must. Excellent customer service skills a must.

Requires various skills and abilities to include leadership skills, negotiation skills, problem solving skills, and the ability to interpret cause and effect.

Ability to perform responsibilities within scheduled time frames and with a high degree of accuracy. Demonstrate strong analytical skills. Demonstrate resourcefulness in developing solutions. Ability to prioritize and handle multiple tasks concurrently.

Excellent customer service skills

Excellent verbal and written communication skills

Knowledge of support and troubleshooting techniques for the following:

Enterprise and standalone Windows 7 PCs

Peripherals (printer, scanner, etc.)

Small networks including DSL configurations, Broadband, and secure WiFi

Microsoft productivity software (Office 2010)

Basic Active Directory experience

Understanding of Exchange distribution groups and resources

Strong problem solving skills

Strong Organizational Skills

Ability to explain IT concepts to non-IT professionals, notably with end user training and coaching

Ability to handle several issues at the same time


CERTIFICATES, LICENSES, REGISTRATIONS:

Must have a valid driver's license and have reliable transportation to perform the essential duties of the role; a motor vehicle check (MVR) with a satisfactory driving record per the LSS Driver Safety Procedure is required, and ability to meet LSS auto insurance requirements.

TRAVEL:
Ability to travel on day trips as required. Some overnight travel may be required.

LSS is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by federal, state or local law.

Qualifications
Education

Bachelor Degree of Comp \ Info Systems (preferred)
High School Diploma/ GED (required)
Licenses & Certifications

Driver's License (required)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR c)
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