IT Specialist II

About the role

The IT Specialist II ensures proper computer, software, and network operation so that end users can accomplish appropriate business tasks for all business units. This position assists customers by taking service desk calls on a shift basis and provides support, training, and access management as needed. They are also responsible for the build, deployment, effective maintenance, and tracking of all IT equipment. The IT Specialist II assists in the development of strategies and plans to create technology solutions that are in alignment with business operations.

Responsibilities

• New user equipment and account setup, including deployment and license management.
• Train end users in the use of equipment and software.
• Actively diagnose and respond to support tickets, incoming calls, emails, and walk-up requests. Track and monitor the problem to ensure a timely resolution and follow-up.
• Provide both in-person support and support for remote workers.
• Support Apple products such as MacBook, iPad, & iPhone
• Support Microsoft products such as Windows, Office, Office365, and other cloud-based applications and support various vendor applications as needed.
• Support Apple hardware and software to diagnose and resolve issues with desktops, laptops, portable Macintosh systems, and mobile devices.
• Configure and support iPhone and iPad devices.
• Aid staff by providing audio/video conference support for presentations and meetings.
• Provide direct support of cyber security practices maintaining anti-malware, threat management, vulnerability management and anti-phishing technologies.
• Interact with vendors to facilitate repairs of hardware, i.e., printers and laptops.
• Manage inventory of hardware and software assets.
• Support development and implementation of new computer projects and new hardware installations as well as software rollouts.
• Perform system administration for various enterprise tools and platforms.
• Perform hardware and software system configuration, maintenance, and upgrades.
• Manage projects of moderate scope, such as: design and implementation, system migrations, and MDM deployments.
• Evaluate products and IT processes and then recommend changes.
• Document IT processes, workflows, and produce system documentation as needed.
• Occasional travel to branch office locations may be required.

Requirements

• Minimum 2 years of experience in an IT services support role
• Associate degree preferred
• Macos experience required
• iOS experience preferred
• InTune experience preferred
• Microsoft (MCP) Certification and/or ITIL (fundamentals level) preferred
• Familiarity with PowerShell required
• Office 365 administration preferred
• Azure and Windows Server experience preferred
• MSP experience preferred
• Knowledge of TCP/IP - LAN, WAN, wLAN and vLAN technologies
• Knowledge of MS Active Directory infrastructure
• Familiarity with IP Telephony and cell phone technology
• Excellent analytic and problem-solving skills
• Capable of working independently with minimal supervision

Qualifications

• Education: Associate degree preferred

Skills

• Language Skills: Read and comprehend simple instructions, short correspondence, and memos. Write correspondence. Present information effectively in one-on-one and small group situations to customers, clients, and other organization employees.
• Operating Skills: Discern between and prioritize tasks to determine the best way to accomplish goals. Organize tasks to get results in a timely manner and often against strict deadlines. Sort out processes and simplify them to maximize workflow.
• Behavior Skills: Manage people and situations when conflicts arise. Seize opportunities with the drive to complete goals.
• Reasoning Ability: Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Handle problems involving several concrete variables in standardized situations. Possess the mental stamina for problem solving and prioritizing multiple tasks.
• Personal and Interpersonal Skills: Establish and grow relationships with customers through effective verbal and written communication. Have a strong dedication to the needs of the customers, manufacturers, and peers. Have patience and listen actively to all business partners. Solve problems and skillfully negotiate with a minimum of noise, while managing stress. Demonstrate integrity and trust through appropriate directness and truthfulness. Understand personal strengths and weaknesses, seeks feedback, and improves upon shortcomings.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 100% company match on 401(k) contributions, up to 6% of pay.
• Tuition Reimbursement
• Company-paid Disability insurance (short-term and long-term)
• Company-paid group life insurance
• Paid Time Off & Holidays
• Volunteer Hours
• Employee-paid supplemental insurance options
• Employee Assistance Program (EAP)
• FSA, HSA and commuter benefits options
• Paid parental leave
• Career growth and learning