User Support Specialist

Job Description

Job Description

Provides day-to-day support for Northwoods technology applications, end-user devices, and workplace equipment while demonstrating our core values and a collaborative, service-focused approach. Delivers desk-side, remote, phone, and email assistance; troubleshoots technology issues; and performs installations, repairs, upgrades, backups, and scheduled maintenance tasks. This is a hybrid role working 3 days a week out of our Dublin office.

Experience

• Bachelors or Associates in Computer Information Science or equivalent experience in related field
• Nice to have: Certified in at least 1 of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, HDI Customer Service Representative (HDI-CSR), ITIL Foundation, Microsoft 365: Modern Desktop Administrator Associate, Apple Certified Support Professional (ACSP)
• Knowledge of Apple, Microsoft applications, hardware, software, and networks
• 1-3 years of relevant experience

What you’ll be doing

• Provide first-line technical support for Windows and macOS, Microsoft 365, and other Northwoods applications and subscriptions.
• Demonstrate a positive, service-oriented attitude by being present, approachable, responsive, and professional in all interactions with team members and outside vendors.
• Support end-user devices and workplace technology in person and remotely, including desktops, laptops, mobile devices, conference room equipment, Wi-Fi, and printers.
• Document and initially triage incidents, service requests, and questions through the ticketing system; use established procedures and keep users informed of status and resolution.
• Resolve routine issues and work with the System Administrator, senior team members, or vendors to troubleshoot and resolve more complex issues.
• Install, configure, provision, repair, upgrade, and maintain end-user hardware, software, and peripherals.
• Complete scheduled weekly, monthly, and quarterly maintenance, including updates, backups, system checks, and other assigned tasks.
• Help manage the IT asset lifecycle by tracking, provisioning, deploying, recovering, and maintaining devices and technology assets for onsite and remote employees using the asset tracking system and Microsoft Intune.
• Create and maintain user accounts, network and application access, configurations, and license assignments in accordance with Northwoods security policies and license requirements.
• Support employee onboarding and offboarding by preparing or recovering equipment, configuring access, and completing assigned technology setup or removal tasks.
• Maintain working knowledge of Northwoods operating systems, applications, hardware, software, and networks; consult with senior team members and apply established best practices.
• Promote and intentionally support an inclusive and equitable workplace culture.

You may be a good fit for our team if you have the following skills…

• Moderate knowledge of Microsoft Windows and Office applications
• Basic knowledge of Apple, Mac OS, iOS, and Linux
• Excellent customer service skills, including ability to actively listen, clarify expectations, and maintain positive effective relationships
• Works to understand problems, people involved, and all information before making judgments
• An understanding of best practices, including industry standard concepts and procedures
• Functional knowledge of hardware, software, and networks
• Strong written and verbal communication skills; ability to work within and communicate effectively within a team environment; ability to communicate technical information to nontechnical persons; ability to write succinctly in a variety of communication settings and can get message across that has desired effect
• Excellent problem-solving skills, including ability to clarify issues, understanding the bigger picture, exhibiting resilience, and ability to consider all options and identify solutions
• Demonstrates ability to take action and follow-through on issue resolution
• Able to efficiently multi-task
• Full functional ability to use computer and computer related equipment
• Ability to maintain privacy and confidentiality regarding information being discussed, stored, or accessed
• Strong team-player; willingness to assist team members with tasks; builds good working relationships with team members
• Must be capable of bending, lifting, and working in tight spaces for extended periods of time
• Must be authorized to work in the U.S.

What we provide

• Medical (includes H.S.A. option with employer contribution), dental, and vision insurance
• Short- and long-term disability
• Company paid basic life insurance
• 401(k) with 4% company match and immediate vesting
• Free financial education and consultation
• Wellness program that helps you earn lower premiums
• Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
• 12 weeks fully paid parental leave
• Up to $5,000 adoption fee reimbursement
• $500 wellness reimbursement after 60 days of employment
• Generous PTO policy and 10 company paid holidays
• Company paid cell phone plan

Find yourself checking a lot of these boxes but doubting whether you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Northwoods, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Northwoods is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.

Who is Northwoods?

Northwoods makes software solutions that improve the quality of the life of case managers and social workers in the Health and Human Services (HHS) field. Recognized as one of Columbus’ top places to work, working at Northwoods means being part of a team that’s passionate about making an impact on the lives of HHS professionals and the families they serve.

We believe in creating a culture of inclusivity and accountability seeking to hire professional, passionate and driven individuals that believe in the values that we believe in:

1. Curiosity – Willing to test assumptions, courage to ask questions, and active listening.
2. Community – Helping and mentoring each other, celebrating diversity and acknowledging our team members’ contributions.
3. Resourcefulness – Willing to try and fail. Asking for help and trusting the expertise of our team.
4. Stewardship – Safeguarding Northwoods’ values, culture, mission, and resources.

We believe that our team members are all accountable adults, not only to themselves but to each other, and we treat them that way. Our team works incredibly hard and is proven through dedication to their craft and our mission.

Our Solutions

Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes.

Traverse – A SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes.

Compass – Compass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.

Grove - Our trusted team of experienced child welfare professionals becomes an extension of agency staff supporting them with administrative tasks such as referral and records requests, compiling documents for court, and document organization. Workers can focus on fostering healthier families without sacrificing their own well-being.