Job opening: IT Level 1 Support Specialist

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The GroundTruth Project, whose mission is to advance sustainable, innovative, and equitable journalism that serves under-covered communities worldwide through on-the-ground reporting, is seeking an IT Level 1 Support Specialist to join its IT Team.

GroundTruth is home to Report for America and Report for the World, two programs addressing the crisis in journalism in the U.S. and abroad by placing local journalists in the field at scale. Housed within the offices of WGBH in Boston, GroundTruth has a lively headquarters; a prestigious Board of Directors and Advisory Board; a small, talented and dedicated staff, and a timely mission and vision.

The GroundTruth Project is seeking a Level 1 support specialist with great communication skills to support our growing staff. An excellent support technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to help our internal customers. This position is remote.

Key responsibilities include:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email
  • Obtains client information by answering telephone calls and creating a ticket for each call
  • Follow through with all calls/tickets until subscriber issues are resolved. Either resolution within your ability / responsibility or via an escalated ticket to senior staff
  • Support onboarding of new employees
  • Self-motivator with ability to manage day to day tasks efficiently
  • Handling and solving issues with hardware & software equipment
  • Excellent interpersonal communication skills
  • Provide accurate information on IT products or services
  • Follow-up and update customer status and information
  • Update IT policies and procedures
  • Maintains a high level of professionalism

This is an outstanding opportunity for a professional who seeks to make an impact in a growing organization.

Successful candidates will possess:

  • Apple/Windows customer support 2 years of experience. Support certification is a plus
  • Web development skills are a plus
  • Knowledge of Salesforce, WordPress, Google Workplace, Zoom, Calendly and Zapier are a plus

The GroundTruth Project is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected status.