Title of Position: Specialist, Desktop Support - [HYBRID] FLSA Status: Exempt Department: IT Reports to: Manager, IT Positions reporting to this position: N/A Salary: $60,000 - $70,000 About Win Win is dedicated to breaking the cycle of homelessness by providing transitional and supportive shelters for women-led families. Many of our families have escaped domestic violence and strive to keep their families together and safe. Win’s Income Building Program supports our clients by facilitating their transition from unemployment to employment and helping those already employed to improve their circumstances. This includes increasing wages, moving from part-time to full-time work, securing health benefits, and transitioning from off-the-books to on-the-books positions. Additionally, Win offers financial literacy workshops to equip our clients with essential skills such as budgeting, bill paying, and basic fiscal management. Win’s current operating budget is approximately $150 million, with $14 million raised privately through private and corporate funding, supporting programs and services including the Income Building Program and Camp Win. Purpose of the Opportunity The Specialist, Desktop Support, will be responsible for providing technical assistance and support to Win Staff and Clients related to the use of deployed IT equipment and applications. This includes, but is not limited to, providing remote and in-person Service Desk support, setup/installation/upgrade of IT equipment and software, and troubleshooting hardware/software/network connectivity problems in a timely and efficient manner. Key Accountabilities Technical Support + Respond to user inquiries and requests for technical assistance via phone, email or work order; assess problems and issues with IT equipment and applications and help resolve these issues for users; Serve as the first-level point of contact for Win Clients to facilitate the effective use of student iPads, laptops, and PC Lab equipment. + Diagnose hardware, software, and network connectivity issues; Escalate IT service issues to appropriate technical staff as needed + Install, upgrade, maintain, and troubleshoot IT assets including desktop computer systems and peripherals, software applications, laptops, printers, tablets, smartphones, IP Phones, etc . + Provide individual and group end-user instruction on the use of deployed technology resources. Administration and Reporting + Document all user support activity in designated IT work order system; Maintain communication with end-users and supervisor regarding support activities; Update/close work orders in a timely manner. + Maintain updated IT inventory information and document in IT Asset Tracking system. + Prepare and maintain IT service documentation and reports. Essential Functions: + Must be able to utilize a computer for most of the workday. + Must use public transportation to travel to Win sites and other related meetings and events. + Must be present in the office at least two days per week or as required. Qualifications: + Commitment to Win’s mission, vision, and values. + Bachelor's degree from an accredited College or University with a major in Computer Science or Information Systems or graduation from a certified technical training program in computer maintenance/repair; and at least two years’ work experience in IT Support or other related Technical Support capacity. + Keen attention to detail with the ability to identify issues and inconsistencies across tasks and assignments + Strong problem-solving skills with the ability to perform independently + Highly self-motivated, directed and flexible + Eager and willing to learn new technologies + Certification in A+, Network +, Microsoft Desktop Support desirable. Core Competencies: + Leading Others: Sets an example by following Win policies and procedures. Acts with a high degree of professionalism and has a good work ethic. Participates in informative meetings with staff and communicates critical information. + Facilitating Change: Delivers high quality results consistently. Supports innovation and manages consequences. Seeks to learn new skills and participates in professional development. Proposes new approaches, methods, or technologies. + Managing Performance: Ensures tasks are completed appropriately. Works effectively with peers and interacts respectfully with coworkers and manages conflict. Participates actively in team meetings. + Applies and Develops Expertise: Demonstrates depth of knowledge and skill and applies technical knowledge to solve a range of problems. Keeps informed about cutting edge methodology in his/her area. Pays attention to detail. + Results Oriented: Develops and meets challenging but achievable goals. Understands consequences. Manages time and problem solving effectively. + Communicating and Collaborating: Understands and embodies the values and mission of Win. Keeps the Director informed about progress and problems; avoids surprises. Willingness to work with the team to achieve fundraising goals. + Critical Thinking: Considers tasks and requests and determines the most effective and efficient way to achieve desired outcomes. Applies feedback to overall assignments and work. WIN’S DIVERSITY, EQUITY & INCLUSION HIRING COMMITMENT Our most effective service to our community comes from a diverse mix of minds, backgrounds and experience. As a result, we are committed to cultivating an inclusive work environment. Win actively seeks a diverse applicant pool and encourages candidates of all backgrounds to apply. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status or any other protected category under federal, state and local law.