IT Support Specialist

Duties And Responsibilities

• Serve as the first point of contact and front-end support answering inbound bound helpdesk requests for all areas of the IT Enterprise, interacting with employees, customers, vendors, and contractors
• Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop equipment
• Install desktop and laptop hardware, software and peripheral components as Required
• Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory
• Perform maintenance and troubleshooting on printers and copiers and IP telephony systems
• Configure, update, wipe and/or repair Windows and Mac desktop systems
• Support the corporate base of iPhone and Android mobile users
• Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365
• Follow up on tracked requests and ensure timely resolution, with goal to resolve all issues first call
• Provide feedback on reducing ticket times and helpdesk efficiency
• Engage and contribute with the IT team on projects and task supporting business Enterprise needs
• Aid in wireless network support for users including connectivity issues and administrative functions of the system
• Assist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed

Qualifications

• High school diploma or equivalent and 3-4 years’ proven experience in a helpdesk environment (Tier II support)
• Strong understanding of computer systems, mobile devices, and applications in an Enterprise IT environment
• Experience with wired and wireless Local Area networks (LAN), Wide Area networks (WAN) and Networking preferred
• Ability to diagnose, troubleshoot and resolve basic to complex end user technical issues
• Working knowledge of Microsoft and Mac operating systems and Office products
• Excellent oral and written communication skills
• Certification on Microsoft Client or Server products is preferred, but not Required
• SharePoint, Salesforce or ServiceNow experience is preferred, but not required

Competencies

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Physical Demands And Work Environment

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Occasional exposure to wet and/or humid conditions (non-weather)
• Occasional exposure to outside weather conditions

Benefits

Aligned Data Centers is committed to providing a comprehensive benefits package to support the health, financial stability, and well-being of our employees. This includes:

• Health insurance coverage
• Paid time off
• Retirement savings plans
• Employee assistance programs
• Professional development opportunities

Pay

The salary range for this position is $50,000 - $70,000 annually, depending on experience and qualifications.

Schedule

This role is typically full-time with standard business hours, but flexibility may be considered based on the needs of the team and the individual.