IT Support Specialist

• Bachelor's degree (B.A./B.S.) preferred, or three to five years of related experience and/or equivalent combination of education and experience.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Thorough knowledge of Office 365 (Word, Excel, PowerPoint, SharePoint) is desired
• Knowledge of data management tools is beneficial.
• Passion for missions and interest in One Mission Society
• Strong attention to detail and excellent organizational skills
• Clear and effective oral and written communication
• Ability to maintain confidentiality
• Proven strong customer service skills with a customer-focused attitude
• Ability to work cooperatively within a team and independently on multiple projects
• Strong interpersonal skills; able to share knowledge with users at all technological levels
• Capacity to quickly learn new software packages

• User & Technical Support
  • Provide prompt and courteous assistance to end-users via phone, email, and in-person
  • Assist users with login issues, password resets, and basic account management
  • Diagnose and resolve issues related to desktops, laptops, printers, scanners, and software applications
  • Responsible for setup, distribution, maintenance, and ongoing support of computer equipment and peripherals
  • Maintain the Microsoft Teams phone system, including setting up extensions, voicemail, and training o Forward issues to the appropriate team member; escalate complex problems to external resources as needed
  • Respond to software inquiries via ticketing system, phone, email, or chat, providing clear and actionable solutions
  • Identify and troubleshoot issues with OMS software applications including Salesforce, SiteStacker, Accounting Seed, BambooHR, and DonorElf
• Documentation & Reporting
  • Maintain accurate records of support requests, resolutions, and interactions using the help desk ticketing system
  • Generate reports on common issues and trends for continuous improvement
• Software Administration & Vendor Relations
  • Work with vendors during implementation of new software packages or major enhancements
  • Test new application releases in a Sandbox environment prior to deployment
  • Work with users to identify needed reports and collaborate with vendors to develop or modify them
  • Work with the Database Administrator to ensure data consistency within the Salesforce environment
• Training & Customer Service
  • Conduct onboarding training sessions for new employees on OMS software programs and procedures
  • Educate end-users on system functionalities and best practices
  • Ensure a high level of customer satisfaction through effective communication and problem-solving
• Collaboration
  • Collaborate with IT team members to identify and implement solutions
  • Participate in training sessions to stay current on technological advancements

Other Details:

• Job Location: OMS Headquarters Office in Greenwood, Indiana.
• Pay Rate: $22.00 per hour, Full-Time