Job Description

Purpose of Position- The IT Support Specialist is responsible for providing comprehensive technical support and maintenance for all IT systems and equipment, with a specialized focus on Apple products. This role ensures the efficient operation of technology infrastructure, including hardware, software, and network components, while also overseeing the maintenance, configuration, and programming of Apple devices and related systems at the direction of the IT Manager. The IT Support Specialist proactively identifies and resolves technical issues, implements solutions, and contributes to the overall effectiveness and security of the organization's technology environment.
Essential Duties/Responsibilities

• Oversees, installs and maintains all computer systems.
• Works with users to create and manage network interconnections.
• Trains or arranges training for individual employees on systems and basic corporate systems such as email and office applications.
• Assists users with transitions to new computerized systems as well as new telecommunication systems.
• Evaluates, answers inquiries, diagnoses and resolves operational problems.
• Provides support for employee-owned devices.
• Provides support for all interdepartmental and centralized applications.
• Maintains records on computer equipment and peripherals.
• Updates knowledge of system hardware and software and recommends upgrades when necessary.
• Responsible for all first level Apple systems specifically related to troubleshooting, configuring, and maintenance.
• Works closely with users to analyze computer needs. Reviews and evaluates hardware and software alternatives for computers and recommends solutions or options.
• Performs analyses and other administrative work for departmental functions, including writing memoranda, instructions, or other materials as needed.
• Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Responsible for the safety of self, others, materials and equipment.
• This position requires regular use of a personal mobile device such as a smartphone or tablet.

Other Duties/Responsibilities

• Strictly complies with IT budget protocols and spending limits, including guidelines for replacement or repair of equipment as well as purchasing of software or licenses at the direction of the IT Manager.
• Work with the IT Manager and Systems Administrator to ensure complete IT related coverage and compliance with current regulations and security standards.

Job Qualifications
Knowledge, Skill, and Ability:

• Ability to work independently and prioritize tasks/goals for self and others.
• Ability to work in a team environment with shared responsibilities.
• Effective written and verbal communication skills with individuals and groups at all professional levels.
• Effective and creative negotiator and problem solver.
• Possession of a valid driver's license and ability to meet Imagine! driving requirements.

• Experience with a variety of microcomputer products including Microsoft Office Professional products 2013, 2016, M365; M365 admin centers (Exchange, Teams, Intune, Security) Microsoft Exchange 2016, Windows operating systems 10 and 11.
• Microsoft server versions 2008, 2012 and 2016, 2022, and later.
• Microsoft SQL server versions 2003, 2012, 2016 and later.
• Strong knowledge of macOS, Jamf Pro/School, Apple business/school manager, and related tools.
• Proficiency with scripting languages (Shell, Bash, or PowerShell) for automation.
• Familiarity with Active Directory and IT service management tools/ticketing systems.

• Strong understanding of networking, security practices, and data protection.

Training/Education:

• Bachelors degree in related field preferred.
• Certificates in IT related training accepted
• Ability and willingness to successfully complete Imagine training requirements.

Experience:

• Combination of education and experience also considered.
• 2 years of troubleshooting or help desk experience preferred.

Working Environment/Physical Activities

• Working conditions varies by location.
• Keyboard and mouse use: Up to 7 hours daily.
• Clear speaking and hearing for communication.
• Lifting: Up to 30 lbs independently, 60 lbs with assistance.
• Force exertion: Up to 15 lbs occasionally.
• Frequent sitting, repetitive motions, kneeling, twisting, and bending.
• Travel: Ability to drive to offsite locations for hardware delivery and user support.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Employment at Imagine! is at-will, meaning that either the employee or Imagine! may terminate the employment relationship at any time, with or without cause or notice.
Imagine! is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, protected veteran status, or any other legally protected status. We are committed to fostering an inclusive and diverse

Skills Required