IT Specialist

Job Description

Job Description

About us:

People Serving People is the largest and most comprehensive emergency shelter for families experiencing homelessness in Minnesota and a dedicated leader in homeless prevention. If you want to help transform communities and see families thrive, then People Serving People is the place for you.

What do we need:

The purpose of this role is to assist People Serving People in advancing its mission to support families experiencing homelessness by delivering excellent technical support to users and contributing to the upkeep, security, management, and enhancement of the organization’s technical resources.

This position is a good fit for IT generalists who are comfortable both providing desk-side support and ad hoc training as well as performing remote technical support, troubleshooting technical issues, onboarding and offboarding users, managing information systems, organizing technical supplies, providing systems back up, and supporting compliance policies.

The IT specialist should be committed to trustworthiness and integrity as they use their elevated administrative access to help and promote strong cybersecurity and data protection practices.

The IT specialist will be housed at the People Serving People Downtown Shelter but will provide support at all service locations and must have a valid driving license and a reliable vehicle for travel between locations.

Responsibilities:

• Respond to tickets through the helpdesk and collaborate with the IT manager within a small responsive team of two.
• Provide timely, kind, and skilled technical support to end users at all People Serving People service locations, including but not limited to deskside and remote troubleshooting, password resets, VPN and multifactor authentication support, and copier/printer and phone troubleshooting.
• Prioritize troubleshooting systems which serve our guest families across our 115 emergency shelter units, 10 supportive housing units, and our education and homelessness prevention programs.
• Administer aspects of People Serving People’s Microsoft 365 Management System, including creating and provisioning new users, onboarding, offboarding, and modifying accounts, maintaining Active Directory, Microsoft Entra, and Intune systems, enrolling users in multifactor authentication, and managing access to file sharing resources.
• Keep up-to-date with evolving IT, and particularly AI, trends and technologies. Support the management of our internal AI programs and work to keep data and users secure as they utilize them.
• Provide quality control for People Serving People’s phone systems, including head-end configuration, setup, troubleshooting, and related network engineering.
• Partner with the IT Manager and Community Safety Manager to administer, troubleshoot, and maintain network video recorders and security cameras, as well as their access control systems.
• At times, the IT Specialist will coordinate with People Serving People’s Managed Service Provider, which supplies additional networking services and expertise.
• Document processes and create how-to-guides for technical tasks.
• Assist in the development and delivery of new user training and materials to help new employees navigate People Serving People’s technology resources.
• Commit to learning new skills and software programs through attending organized training programs and self-learning through web-based resources.
• Assist in mitigating security incidents and respond appropriately if they occur.
• Perform other duties as assigned by IT Manager

Pay and Benefits:

• $27.50 - $31.63/ hour
• Full-Time, Monday through Friday, regular business hours.
• Medical, dental, and vision insurance available.
• Company-paid life and disability insurance.
• 401(k) with employer contribution at 6 months.
• 40 days of PTO per year as accrued.
• Reduced cost parking or metro pass.
• Cellphone reimbursement.
• Reduced childcare rates.
• Financial wellness benefit.
• The chance to make a real difference in the community.

Requirements for IT Specialist:

• Experience maintaining, fixing, and upgrading desktop and laptop computers.
• Expertise maintaining, administering, and troubleshooting on-premises and cloud-based management software, networking infrastructure and SaaS solutions, including Microsoft Entra, Intune, and Defender.
• Experience administering on-and-off-premises VoIP and Wi-Fi Systems.
• Advanced Microsoft software skills and experience – including Outlook, Word, Excel, and the Microsoft 365 suite of applications, including Microsoft Teams and SharePoint.
• Experience using low-voltage network cabling and network devices highly desired.
• Experience administering MacOS and iOS devices and networking solutions highly desired.
• Strong relationship-building and interpersonal communication (written and verbal) skills. Approachable and comfortable with staff with varying levels of comfort and ability using technology, and able to communicate technical information in plain language for those with low technology literacy.
• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution.
• Experience providing IT-related training (deskside and group) and developing training materials highly desired.
• Experience working in culturally diverse settings and high capacity for cultural humility.
• Enthusiasm for advancing systems change as well as justice, equity, diversity, inclusion and belonging, and desire to center these goals in shelter operations and continuous improvement activities.
• Experience managing change with minimal disruption to end users. Project management skills are highly desired.
• Able to work well as part of a team.
• Willing to center client needs when making operational decisions.
• Knowledgeable of the impact of trauma and willing to center trauma-responsive principles in operations and operational decision-making.
• Familiar with the historical and present-day consequences of systemic racism and willing to apply a racial equity lens in operational decision-making.
• Must be able to complete an enhanced pre-employment background investigation and periodic re-investigations.
• Must be able to complete a motor vehicle records check and maintain an active driver’s license to permit transportation between People Serving People’s multiple service locations.

Compensation details: 27.5-31.63 Hourly Wage

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