Leased Employee, IT Support Specialist - Team Rubicon

Team Rubicon (TR) is seeking a Leased Employee, IT Support Specialist. The Leased Employee, IT Support Specialist role will demand robust technical expertise, excellent problem-solving abilities, meticulous attention-to-detail, a customer support-oriented approach, and adaptability. The Leased Employee, IT Support Specialist will collaborate closely with TR's Technology team to handle hardware requests and setups, provide technical support, and troubleshoot networking issues.

Every day will be a challenge, but every month brings new opportunities for an organization that is quickly becoming a household name in disaster response. This position reports to TR's Manager, Technology Operations and is based out of TR's National Operations Center (NOC) in Grand Prairie, TX.

This is a temporary assignment lasting 3-months with potential for extension. The role will be managed through a third-party staffing agency partnered with Team Rubicon.

Project: TR Technology Hardware & IT Support

Duration: January 2025 - April 2025

Expected Hours Per Week: 40

Duties:  

• Provide quick and effective assistance with information technology systems.
• Guide employees and volunteers remotely and in-person through systems configuration, troubleshooting, and maintenance.
• Listen attentively to user questions and concerns and offer optimal solutions.
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
• Work with the rest of the Technology team to provide customers with superior service.
• Represent Team Rubicon with professionalism and integrity while helping to advance our mission.
• Respond to hardware inquiries via tickets, email, through online chats, over the phone, or in-person.
• Walk employees and volunteers step-by-step through the problem-solving process.
• Help with troubleshooting hardware and network issues.
• Follow up with employees and volunteers to ensure satisfactory service.
• Communicate customer feedback to the appropriate internal team members.
• Continually iterate on existing documentation, Knowledgebase Articles, as well as create net-new documentation.
• Preform discovery, and testing, for new hardware and technology solutions; and then provide recommendations for how to better support our employees and volunteers.
• Partner with our Field Technology team to ensure that our hardware and connectivity is functioning flawlessly out in the field, as well as ensuring that our hardware inventory is up to date.
• Be a force multiplier by engaging volunteers to aid with the daily tasks for hardware management. 

Experience and Background:  

• Bachelor's degree or equivalent experience
• 1-4 years of relevant experience working in a tech-related field
• Experience working as an IT Help Desk, Network Technician, or in a similar technical Customer Support role
• Experience with troubleshooting Windows 10, Windows 11, and MacOS
• Experience with cellular, satellite, WAN, LAN, and VPN networks
• Comprehensive knowledge of Windows systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service
• Leadership skills to effectively build and nurture a cohesive team of volunteers, fostering collaboration and driving collective success
• Passion for problem-solving and customer service
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Tech-savvy with an eagerness to learn new technologies and systems
• Experience with Microsoft Entra ID
• Experience with Microsoft Intune Experience with PowerShell automation (preferred)

Special Requirements:   

• This is a contingent; onsite in-office position and is based out of Grand Prairie, TX and provides a flexible & non-traditional work schedule (relocation expenses not provided)
• Ability and willingness to work evening and weekend schedule as needed

Job Tier:   

• Contingent; hourly; non-exempt

Pay Range:  

• $22.00 per hour

Cultural Values:  

• Mission First, Greyshirts Always: Anyone joining TR must understand that our mission to provide disaster response comes first 
• Step Into The Arena: TR needs leaders who aren't afraid to dare to be great 
• Everyone Has A Role Know It: Ability to successfully navigate a fast-paced, high-growth environment and solve problems in the face of ambiguity 
• GSD: We are entrepreneurial, resourceful, and determined no matter how chaotic the situation 
• Change Your Socks: We take care of ourselves and each other so we are best equipped to serve those in greatest need 
• Adults Only: Every team member is an adult until proven otherwise 
• Your Mother's A Donor: Every leader must be committed to fiduciary responsibility, transparency, and financial stewardship 

Learn more about Team Rubicon:  

• Website: Team Rubicon USA
• LinkedIn: Team Rubicon
• Facebook: Team Rubicon
• X: @TeamRubicon
• YouTube: Team Rubicon
• Instagram: @teamrubicon
• Threads: @teamrubicon
• TikTok: @teamrubicon

Team Rubicon is an equal opportunity employer and is committed to not only including but actively seeking out a diversity of lifestyles, experiences, perspectives, and voices in order to foster inclusion, growth, and innovation. Your candidacy will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.