IT Specialist

Job Description

Job Description

Description:

Join a Team That Makes a Difference!

Are you passionate about technology and helping people feel more confident using it? LifeROOTS is seeking a resourceful, service-oriented IT Support and Training Specialist to provide hands-on technical support across our organization.LifeROOTS is a nonprofit organization that provides services to adults with intellectual and developmental disabilities. We offer a collaborative work environment, competitive wages, generous paid sick and vacation leave, and benefits for eligible employees beginning the first of the month following hire.

Position Summary

The IT Support and Training Specialist is a hands-on individual contributor responsible for providing first-line technical support and employee technology training at both LifeROOTS locations.This position assists employees with routine technology needs, prepares and deploys equipment, maintains equipment and support records, and helps users develop the skills needed to use LifeROOTS systems successfully.The IT Support and Training Specialist works in partnership with LifeROOTS’ contracted IT service provider. The employee performs appropriate first-line troubleshooting and coordinates escalation when advanced technical, network, system-administration, or cybersecurity assistance is required.This position does not independently manage LifeROOTS’ network infrastructure, cybersecurity program, vendor contracts, technology budget, or purchasing authority.Regular travel between both LifeROOTS locations is an essential function of this position. A reliable personal vehicle is required.This is a part-time position. The final work schedule will be determined based on organizational needs. 

Requirements:

Essential Responsibilities

Help Desk and User Support

• Provide timely, professional technical assistance to employees at both LifeROOTS locations.
• Serve as the first point of contact for routine help desk requests and communicate expected resolution timelines.
• Troubleshoot common hardware, software, printer, phone, connectivity, password, and application issues.
• Set up, configure, deploy, relocate, and dismantle employee workstations.
• Install, connect, maintain, and troubleshoot computers, monitors, printers, copiers, phones, and related equipment.
• Support employees with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint.
• Assist users with password resets, multifactor authentication, network drives, and other routine access-related issues within the position’s authorized level of access.
• Provide basic user support for the ShoreTel phone system, employee badging system, and other approved organizational technology platforms.
• Document reported issues, troubleshooting completed, and required next steps.
• Identify issues requiring advanced technical or vendor support and coordinate an appropriate escalation.
• Communicate the status of open requests and confirm that reported issues have been resolved.

Account, Equipment, and Systems Coordination

• Assist with routine user-account and access requests after receiving appropriate authorization.
• Coordinate new-user setup, employee access changes, and account-deactivation requests when administrative access is required.
• Confirm that employees can access their approved accounts, applications, email, shared drives, and assigned equipment.
• Maintain accurate records of computers, phones, printers, and other technology equipment, including assignment, location, condition, and availability.
• Maintain user-support records, equipment documentation, user instructions, and basic technical procedures.
• Perform basic network, Wi-Fi, connectivity, printer, phone, and shared-drive troubleshooting before escalating unresolved issues.
• Identify damaged, outdated, or insufficient equipment and recommend appropriate replacements, upgrades, or improvements.
• Research technology products and provide technical specifications and recommendations to the Business Manager.
• Consider user needs, system performance, security, compatibility, and budget when developing equipment or technology recommendations.
• Assist the Business Manager with gathering product information and quotes for approved hardware, software, equipment, and supplies.
• Receive approved technology orders, confirm that the requested items were delivered, and coordinate equipment setup, documentation, and deployment.
• Coordinate technical support and repair needs with approved service providers.
• Provide the Business Manager with technical information regarding recurring service problems, equipment needs, and anticipated technology renewals.
• Follow LifeROOTS security, confidentiality, access-control, and data-protection requirements.
• Immediately report suspected security incidents, unauthorized access, or unusual system activity to the appropriate LifeROOTS leader.

Employee Training and Technical Development

• Provide patient, practical training to new and existing users on LifeROOTS applications, equipment, and technology processes.
• Assist employees with varying levels of technical knowledge, experience, and confidence.
• Train employees on Microsoft 365 applications and other approved organizational systems.
• Identify common technical skill gaps and recommend appropriate training or support.
• Develop and update simple user guides, instructions, frequently asked questions, and other training resources.
• Provide individual or small-group instruction when new systems, applications, equipment, or processes are introduced.
• Reinforce safe technology practices and LifeROOTS information-security requirements.
• Confirm that users understand how to request technical assistance and safely use assigned technology.

External IT Support Coordination

• Serve as the onsite contact for issues requiring assistance from LifeROOTS’ contracted IT service provider.
• Provide clear descriptions of reported problems, affected employees or equipment, troubleshooting completed, and operational impact.
• Escalate advanced technical, network, system-administration, and cybersecurity concerns according to established procedures.
• Assist with scheduling remote or onsite service and providing authorized access to affected equipment.
• Carry out approved troubleshooting or implementation steps provided by the contracted IT service provider.
• Communicate technical instructions and resolution information to affected employees in clear, understandable language.
• Maintain records of escalated issues and follow through until the matter is resolved or formally transferred to the appropriate owner.
• Notify leadership of recurring technical problems, significant service interruptions, or unresolved concerns.

Required Knowledge, Skills, and Experience

• At least two years of general IT experience in help desk support, desktop support, technical support, or a similar role.
• Working knowledge of computer hardware, software, user accounts, printers, phones, and common workplace applications.
• Basic knowledge of networks, Wi-Fi, connectivity, permissions, shared drives, and routine access troubleshooting.
• Advanced interpersonal and verbal communication skills.
• Ability to explain technical information clearly to users with different levels of experience.
• Strong customer-service skills, patience, professionalism, and sound judgment.
• Ability to build trust and work collaboratively with employees, supervisors, vendors, external technical-support partners, and organizational leadership.
• Ability to work independently, organize competing priorities, manage time effectively, and follow through on open requests.
• Ability to accurately document technical issues, troubleshooting completed, and escalation needs.
• Ability to maintain confidentiality when working with employee information, accounts, systems, and organizational records.
• Curiosity, resourcefulness, and a willingness to research and test appropriate solutions.
• Ability to recognize when an issue exceeds the position’s authority or technical scope and requires escalation.
• Ability to follow established authorization, security, purchasing, and vendor-coordination procedures.

Preferred Qualifications

• Associate degree in computer science, information technology, or a related field.
• Previous experience training or onboarding new technology users.
• Experience creating user instructions, job aids, or technical training materials.
• Experience supporting Microsoft 365, Outlook, Teams, SharePoint, user accounts, printers, phones, and access-control systems.
• Experience working with a managed IT service provider or coordinating technical escalations with an external support partner.
• Current enrollment in or progress toward CompTIA A+, CompTIA Network+, or a relevant Microsoft certification.

Travel and Vehicle Requirements

This position regularly provides in-person support at both LifeROOTS locations. The selected candidate must:

• Possess a valid and current driver’s license.
• Maintain a safe driving record.
• Have consistent access to a reliable personal vehicle.
• Maintain current automobile insurance as required by New Mexico law.
• Be able to travel between LifeROOTS locations during the workday as operational needs require.

Conditions of Employment

• Must be at least 18 years of age.
• Successful completion of a pre-employment drug test.
• Successful completion of required fingerprinting and background checks.
• Ability to satisfy the driving, vehicle, and insurance requirements of the position.

LifeROOTS is an Equal Opportunity Employer with a preference for qualified candidates with disabilities. Reasonable accommodations are available throughout the application and employment process.