IT Support Specialist

Job Description

General Summary:
Under the direct supervision of the Director of Information Technology the IT Support Specialist will troubleshoot computer issues and provide guidance and assistance to users for any technical challenges they may experience. Strong communication skills, knowledge of common computer systems and a willingness to learn is required. IT Support Specialist will assist the Director of Information Technology implement a technology vision that supports the programs which fulfill the mission of the diocese.

Duties and Responsibilities:
• Identify, document, track and resolve reported IT Operations issues.
• Provide end-user technical assistance by responding to support requests in a timely fashion via electronic ticket system, phone or in person.
• Onboarding of new users, setup, and installation of equipment.
• Support Microsoft Entra ID (Azure), AD, Exchange and M365 environments.
• Administer Microsoft Entra ID and maintain end user accounts, permissions, and access rights.
• Assist in maintaining hardware inventory and software licensing.
• Develop and train staff in tools and capabilities available to them.
• Ensure IT Best-Practices and Internal Controls are followed.
• Identify opportunities for process improvements and make recommendations for new tools and products where applicable, with a focus on simplifying and empowering others.
• Strive to increase customer satisfaction using good organizational, interpersonal, verbal, and written communication skills.
• Escalate issues when appropriate for timely resolution.
• Perform other tasks as assigned.
Qualifications:
• Bachelor's degree or equivalent amount of education, certification and/or work experience in computer science, information science, information technology, or help desk support is preferred.
• Excellent customer relationship skills, be able to communicate with and provide technical assistance to a variety of people in a fast-paced and energetic environment.
• Knowledge of Microsoft products including Entra ID (Azure), Exchange, O365, SharePoint, and Teams is preferred.
• Experience troubleshooting and resolving issues in a cloud-based environment, in LAN networking, phone systems, audio/visual equipment, and individual devices such as laptops and cellphones.
• Exposure to various network devices and services (e.g., routers, switches, firewalls, Cisco Meraki)
• Familiarity with cloud monitoring, backups, and security configurations (Azure, Barracuda)
• Strong ability to multitask, prioritize tasks, be resourceful and self-motivate is required.
• Strong collaboration skills and initiative.
• Ability to quickly learn new technologies and adapt promptly to new requirements.
• Excellent oral and written communication skills.
• Familiarity with and desire to work with faith-based non-profits beneficial.
Physical Demands:
• Prolonged periods of standing, walking and/or sitting.
• Required physical exertion to manually move, lift, carry, pull or push objects or materials up to 35 pounds.
• May require occasional stooping, bending, and reaching.
• Will work in an office environment with office equipment.

About the Employer

The Diocese of Gaylord is one of seven Roman Catholic Dioceses in the state of Michigan. It was established on July 20, 1971 by his Holiness Pope Paul VI.

The 11,171 square miles of the diocese is comprised of territory which had previously been a part of the Saginaw and Grand Rapids dioceses. The area includes the 21 most northern counties of Michigan's lower peninsula, which are mostly rural in nature. Total population of the area exceeds 506,000, of which nearly 54,000 are Catholics.

Within its boundaries there are 75 parishes, 15 Catholic schools and many closely related institutions. All of our clergy, religious sisters and brothers, and laity have been called through Baptism to be disciples and to reflect the message of the Gospel.