IT Support Professional
Berry Street is a leading child and family services agency that provides innovative programs to support vulnerable individuals. Our IT Service Desk plays a critical role in ensuring seamless technology integration across various programs and services, enabling our frontline staff to deliver high-quality services to over 35,000 individuals each year.
As an IT Service Desk Analyst, you will be the primary point of contact for IT support, assisting staff with troubleshooting and resolving technical issues related to hardware, software, and applications. You will collaborate with end-users, business owners, vendors, and technical staff to ensure high availability, regular updates, and seamless integration of IT systems.
* Manage all staff requests for ICT with exceptional customer service while employing a logical approach to troubleshooting.
* Provide technical support and manage resolution of business incidents and requests.
* Engage with external vendors and key internal stakeholders to understand needs and to solve problems.
Required Skills and Qualifications
To be successful in this role, you will need:
* Proven ability to work independently and collaboratively within a team.
* Demonstrated experience in providing technical application support across diverse environments.
* Excellent communication skills with the ability to deliver clear, concise support and guidance via phone or email.
* Strong understanding of IT systems, customer focus, and a proactive mindset.
* Experience in technical/desktop support (2+ years), with a solid understanding and knowledge of Office 365 administration, Active Directory, Entra ID, and networking concepts (TCP/IP, DNS, DHCP).
* Possess a strong cybersecurity mindset, with the ability to inspect for and report any vulnerabilities to the security team and proactively educate users.
* A Bachelor level qualification in Information Technology.
* Experienced and proficient in Mobile Device Management (MDM), Microsoft Intune, and Network Monitoring.
Benefits
As a valued member of our team, you will enjoy:
* Regular reflective supervision from leadership.
* Participation in a supportive, inclusive team environment.
* Creating positive impacts in the community.
* Opportunities for professional growth and learning.
* Access to the Employee Assistance Program, with access for staff's immediate family.
About Us
We believe that children, young people, and families should be safe, thriving, and hopeful. Our organization provides programs to support vulnerable individuals and promote their well-being.