IT Support Specialist

General Description

The IT User Support Specialist is an integral team member who is responsible for providing daily, first level, on-site and remote user support and maintenance of the computer desktop environment by documenting, analyzing and resolving reported technical problems, including upgrades, new user installations and maintenance and administration of video conferencing equipment, printers and peripheral devices. In addition, the IT User Support Specialist is responsible for assisting with software installation, desktop testing, asset and software licensing management.

Essential Duties and Responsibilities

• Monitor the Help Desk ticketing system, respond timely to technical user problems and document repairs/services.
• Provide daily, first-level support and maintenance of the computer desktop environment to users by analyzing and resolving reported technical problems.
• Perform desktop and laptop maintenance, support, upgrades including installing, configuring and maintaining hardware and peripheral components, internal and external software applications, and operating systems.
• Perform testing to verify security and system updates to ensure quality of performance.
• Maintain and repair video conferencing equipment and printers individually or through the use of appropriate vendors.
• Maintain inventory of desktop and laptop computers, peripheral components and software licenses.
• Assist/train users on the use of Microsoft Office including Outlook, Microsoft SharePoint, network shares, and printing.
• Conduct annual review of windows/application/firmware updates and system health and apply updates on company-owned portable devices.
• Create desktop, step-by-step procedures for day-to-day processes; review and update annually or as required to ensure they accurately reflect security and network changes.
• Identify issues, trends, and opportunities to improve efficiency and/or quality, or to better assist users and report relevant information and recommendations to management.
• Perform other related duties as required or assigned.

Requirements

• Associate’s Degree in Computer Science, or related field, or equivalent training/experience. (R)
• Microsoft Professional Certification. (D)
• Minimum two years of experience in a computer operations environment providing helpdesk support and administration. (R)
• Knowledge of Windows applications, including Adobe Acrobat, WinZip, GoToMyPC, GoToMeeting, Java, Internet Explorer, Firefox, Mozilla, FTP (File Transfer Protocol) and SFTP (Secure File Transfer Protocol). (D)
• Knowledge of Active Directory authentication, Domain Naming Server (DNS), and Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCPIP) and Group Policy. (D)
• Ability to provide outstanding customer service timely and on a consistent basis. (R)
• Ability to identify, research and resolve issues in a timely manner. (R)
• Ability to create, maintain, and update documentation pertaining to desktop support processes. (R)
• Working knowledge of and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word, Excel, and PowerPoint. (R)
• Working knowledge of Project, Visio, Access and Microsoft SharePoint. (D)
• Ability to use a keyboard with moderate speed and a high level of accuracy. (R)
• Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP users and outside entities over the telephone, in person or in writing. (R)
• Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
• Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)
• Maintain confidentiality of all HIPAA and SCFHP information and data. (R)
• Ability to comply with SCFHP’s policies and procedures. (R)
• Ability to perform the job safely with respect to others, to property, and to individual safety. (R)