IT Support Services Specialist II

Baltimore, MD, United States

Job Description Job Description If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

The IT Support Services Specialist II provides technical support and resolves problems of a moderately complex nature for all Global Refuge staff, both onsite and remote while providing exemplary customer service. Under direct supervision of the Support Services Help Desk Manager, installs, maintains, tests, and repairs applications, systems, and networks. Assist in implementing requests or projects and in determining information systems needs assessments as requested. May provide functional direction to staff.

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in The United States through our work in refugee resettlement, welcome and respite services for asylum seekers, economic empowerment and employment, and family unification for unaccompanied children. To date, we have served over 750,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

medical, dental, and vision available on the first day of employment,

professional development, tuition reimbursement,

generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays,

12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave,

company 403(b) contribution of 3%, an additional 7% match which vests immediately,

Family Building benefits for reproductive procedures, adoption/foster care assistance, and

an annual wellness benefit that can be customized to support your personal needs including funding enrichment classes, gym memberships, and healthy eating plans (to name a few) all in an inclusive and progressive environment!

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Global Refuge heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

DUTIES

Performs general problem-solving and assistance on diverse software applications and systems for Global Refuge staff.

Respond to tickets in accordance with SLA guidelines.

Resolve escalated Tier 1 support tickets.

Provides individual and/or group instruction and training to Global Refuge staff on new or updated technologies.

May lead lower-graded staff to perform similar types of work.

Maintains and inputs applicable records such as, but not limited to, network users, software licenses, and tracking inventory levels of equipment and materials.

Input and reconcile billing information.

Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems.

Assist in streamlining and automating IT operations processes.

Develop scripts to automate process procedures.

Participate in the review, evaluation, recommendation and implementation of new technologies and solutions relating to IT operations.

Assist in the identification of processes procedures projects.

Review and update current documentation on SharePoint.

Serves as primary project member on technology projects.

Keep abreast of new technologies and offer recommendations for upgrades to software hardware.

Other duties as assigned.

QUALIFICATIONS

High School diploma or GED and at least 3 years of experience directly related to the duties and responsibilities specified.

Higher education and/or experience that is directly related to the duties specified may be interchangeable on a year-for-year basis.

Solid understanding of computer hardware, networks, and software and the ability and willingness to quickly learn new technology and software.

Previous experience using Jira or another ticketing system.

Experience managing an Active Directory.

Proficiency in Microsoft Office applications: Outlook, Word, Excel.

Proficiency with SharePoint preferred.

Ability and willingness to travel to client sites as needed.

High attention to detail; excellent organizational, time management, and written and verbal communication skills to coordinate multiple projects and manage multiple deadlines; commitment to transparency.

Ability to generate timely and detailed documentation.

Ability to work in a collaborative team environment.

Customer service mentality.

Excellent interpersonal skills, attendance record, and the ability to work independently.

Creativity to try innovative ideas and initiative to execute projects with minimal supervision.

Commitment to Global Refuge's core mission and values and an ability to model those values in relationship with colleagues and partners; commitment to empowering refugees and migrants.

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills, and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.

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