IT Help Desk Support Specialist

The Appalachian Mountain Club (AMC) is dedicated to protecting and enjoying the outdoors. They are seeking an IT Help Desk Support Specialist to provide technical support to employees and users, troubleshoot hardware and software issues, and enhance IT services and support within the organization.

Responsibilities

• Provide first-level technical support to internal staff via phone, email, and in-person
• Onboard new employees. Setup user accounts, new laptops, role-based permissions, instructions, and training. Employee offboarding. Disable accounts, email forwards, collect returned AMC assets
• Entra user accounts and security, Windows, M365 application support (Outlook, Teams, SharePoint), In-Tune, Defender
• Identify and resolve technical issues related to operating systems, applications, and system access
• Support user printing needs. Xerox, HP, Brother
• In-Tune experience deploying new laptops, updating inventory, redeploying, and retiring old laptops
• Strong experience supporting remote employees
• Participate in IT projects and system upgrades
• Collaborate with the IT team to improve and innovate IT services and support
• Implement and maintain cybersecurity measures to protect company data and systems
• Offer guidance and training to end-users on software applications and IT procedures
• Create and maintain documentation for IT support processes and user guides
• Other duties, as assigned

Skills

• BS/BA degree Computer Science, Engineering, Information Technology, or equivalent work experience
• Proven IT Help Desk and customer support experience
• Ability to communicate technical information to non-technical personnel
• Ability to install, configure, and maintain personal computers, networks, and related hardware and software
• Strong knowledge of Microsoft Entra and M365 product deployment and support
• Experience with IT service management tools (e.g., Zendesk, Jira - JSM)
• Excellent problem-solving and multitasking skills
• Strong communication and interpersonal skills
• Ability to work independently and as a part of a team
• Ability to learn and support new systems and applications
• Passion for AMC's mission
• Energized by collaborating across the organization

Benefits

• Health Plan: Generous employer contributions with optional vision and dental.
• Other Insurance: 100% employer paid life insurance, AD&D insurance, long-term disability.
• Career Progression: The potential to have annual compensation reviews commensurate with performance and effort.
• Retirement: Mandatory 403(b) with 4% matching employer contributions and a vesting schedule.
• Paid Time Off: up to 4 weeks of paid earned time and up to 11 paid company holidays.
• Other Team Member Perks: 30% discount on AMC Merchandise
• Free Annual AMC Membership
• 10 Free nights at AMC locations
• Educational Assistance
• Prodeals discounts on equipment & gear and more!

Company Overview

• Appalachian Mountain Club promotes the protection, enjoyment, and understanding of the mountains. It was founded in 1876, and is headquartered in Boston, Massachusetts, USA, with a workforce of 201-500 employees. Its website is http://www.outdoors.org/.