IT Support Specialist

About the role

Responsible for addressing and responding to help desk tickets to provide technical support for software applications, servers, desktops, laptops, tablets, mobile devices, printers, peripherals, telephone and AV equipment throughout the enterprise. Responsible for supporting all functions and operations related to banking and insurance agency automation systems.

Responsibilities

• Respond to and manage Tier 1 help desk issues, first line support for workstation/printers/application and network issues.
• Plan, implement, test and maintain all hardware and software applications on new and existing devices.
• Document technical computing and end user procedures.
• Provide system analysis, documentation, and administration processes for workstations and network systems.
• Monitor and recommend upgrades or software patches related to the company’s systems environment and ensure systems perform optimally.
• Provision new user accounts and terminate accounts for former employees.
• Perform asset inventory management for IT equipment and software.
• Verify that existing system configurations adhere to established standards or guidelines.
• Provide technical guidance and cross-train other team members.
• Research, analyze and recommend alternatives and/or solutions to operational or security issues.
• Communicate objectives and coordinate with resources outside of the department.
• Assist with the initiation, planning, design, execution, monitoring and closure of projects.
• Interpret verbal and written requests from user departments.
• Represent the company when communicating with vendors.
• Represent the department and company at educational seminars, demonstrations, internal and external meetings.
• Assist in the maintenance and update of the IT disaster recovery plan.
• Maintain awareness of changes in technology and the financial industry through continual training and/or certification.
• Perform hardware and software purchasing, billing management, and invoice processing.
• Manage user account access forms, project research, analysis, documentation, and reporting.
• Perform all other tasks assigned.

Requirements

• Associate degree from an accredited college with preference toward Computer Science or Information Systems majors or equivalent certification (A+, Net+, Security+ or equivalent experience).
• 1-2 years of technical experience installing, configuring, patching, upgrading, and troubleshooting hardware, peripherals, operating systems, and software applications, including system administration for:
  • Windows 10/11
  • Office 365 Applications
  • Windows Server
  • Active Directory
  • O365 Exchange
  • O365 Administration
  • Print Server
• VMware vSphere management experience.
• Basic networking troubleshooting knowledge, including configuring IP Subnets, DNS, DHCP, and WINS.
• Experience with telephone administration and troubleshooting.
• Ability to document procedures for cross-training.
• Strong verbal and written communication skills.
• Experience in network administration, hardware and software maintenance, and LAN/WAN support preferred.

Working Conditions

This position is performed primarily in an office environment and requires prolonged periods of sitting at a desk and working on a computer. The role involves repetitive hand and finger movements, including typing and using a mouse, as well as extended screen time. The workspace is typically climate-controlled with standard office lighting and noise levels. Occasional walking, standing, or light lifting (up to 15 pounds) may be required. Must be able to respond to security needs with a sense of urgency as they arise and able to travel.