IT Specialist

Position Summary: This is a mid- level position requiring comprehensive knowledge of business technology, including installation, configuration, administration, repair, testing and troubleshooting. Essential Functions: Include the following, other duties may be assigned Provide Tier 2/3 technical support for Windows devices and common business applications, escalating appropriately when needed. Troubleshoot escalated Microsoft 365 issues including Outlook/Exchange, Teams, SharePoint, OneDrive, licensing, and identity and access problems. Support user onboarding and offboarding: account provisioning, group membership, access control, and device readiness. Perform root cause analysis on recurring issues and implement permanent fixes where feasible. Create and maintain clear documentation (knowledge base articles, SOPs, “how-to” guides) and improve support workflows. Communicate clearly with end users and stakeholders, setting expectations and providing timely updates. Participate in continuous improvement of IT operations: ticket hygiene, SLAs, escalation paths, and standard configurations. Build, maintain, and improve workflows using Power Automate (cloud flows), integrating with Microsoft 365 and third-party systems. Create intake and data collection solutions using Microsoft Forms (and/or Microsoft Lists where appropriate) and route submissions through automated processes. Develop and maintain SharePoint Lists and Libraries, permissions models, and automation-ready structures (metadata, ownership, governance). Collaborate with business teams to map processes, identify bottlenecks, and translate requirements into reliable automation solutions. Implement approvals, notifications, scheduled jobs, alerts, and self-service workflows that reduce manual work and errors. Monitor flow health, troubleshoot failures, manage run history, and implement robust error handling, logging, and alerting. Maintain documentation for automations: flow diagrams, ownership and permissions, change notes, and operational runbooks. Provides on-call support, including after hours, in a rotation with other IT team members. All MOKA employees will conduct themselves in a manner that demonstrates commitment to the public good and aligns with the philosophy, mission, and core values of the agency. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field, and at least three years’ experience working in the IT field. An equivalent combination of education and experience may be considered. Relevant certifications such as Microsoft 365, Power Platform, CompTIA (A+, Network+, Security+), or ITIL Foundation would also be considered towards the education requirement. Language Skills Strong interpersonal and communication (written and verbal) skills are required. Working knowledge of business English. Ability to understand and carry out oral and written instructions. Ability to communicate effectively orally and in writing. M athematical Skills Working knowledge of basic mathematics and ability to calculate figures in a variety of formats. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply critical thinking and analytical skills to decision making. Computer Skills Strong knowledge of Microsoft 365 applications and services, including Teams, SharePoint, OneDrive, and Exchange. Hands-on experience with Microsoft Forms and Power Automate for building workflows, approvals, and notifications. experience includes Power Platform tools (Power Apps, Dataverse, Power BI), integrations with systems such as NetSuite and UKG Ready, and familiarity with finance-related processes. Additional technical knowledge of APIs, JSON, PowerShell, SQL basics, Experience with Microsoft 365, Power Platform, CompTIA (A+, Network+, Security+), or ITIL Foundation. Certificates, Licenses, Registrations Must possess a valid driver's license with acceptable driving record. Other Qualifications Ability to rapidly learn, support and communicate new concepts and technologies. Ability to establish and maintain effective working relationships with coworkers and members of other agencies. Ability to protect confidentiality. Physical Demands Exerting up to 10 pounds of force frequently and up to 50 pounds of force occasionally to lift, carry, push, pull, or otherwise move objects. Sitting most of the time but may involve walking or standing for brief periods of time. Work Environment This job is eligible for regular remote work as approved by the immediate supervisor and outlined in the MOKA Remote Work Agreement. The work normally occurs in an indoor office, home office, or group home environment; includes occasional travel to various MOKA sites, and access to reliable transportation during the workday is required.