IT Support Specialist

About the role

The IT Support Specialist provides end-user, application, and on-site support for PC, server, and network infrastructure. Essential duties include troubleshooting, user provisioning, and maintenance of IT systems.

Responsibilities

• Support end-users with IT-related issues in a responsive and service-oriented manner
• Troubleshoot servers, PCs, phones, wireless, networking, and applications
• User provisioning and deprovisioning for new hires, transfers, and terminations
• Use of monitoring toolsets to ensure availability of systems and resources
• Installation/racking of hardware in MDF/IDF network closets
• Management and organization of IT inventory and assets both physically and in Asset Management Tool
• Utilization of ticketing system to track and document support requests, gather information for escalations while strictly adhering to established processes and workflows
• Create and update documentation on a regular basis
• Afford local on-site support rotation (frequent)
• Occasionally assist in hardware/software setup both in person and remotely

Requirements

• 3+ years supporting Windows 10/11
• 3+ years’ experience with Active Directory/Entra ID
• 3+ years’ experience with Office 365 (products and admin portal)
• 2+ years installing, supporting, troubleshooting, and maintaining client hardware (desktops/laptops), servers (physical and virtual), printers, switches, and VoIP
• 1+ years supporting, troubleshooting and maintaining LAN/WAN/Wireless networks
• Familiarity with iOS and Android
• Familiarity with MDM solutions
• Familiarity with VoIP phone systems
• Prior IT Support experience required
• Excellent communication skills required – including telephone and email
• Ability to use instructions and pre-established guidelines to successfully solve problems
• Ability to work collaboratively within a team environment (in person & remote)
• Jira/Atlassian product suite experience preferred

Qualifications

• A+ Certification preferred
• Associates degree from two-year college or technical school is preferred, or equivalent experience
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Ability to effectively present information to management
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
• Ability to apply concepts of basic algebra and geometry
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Work Conditions

Typical 8-hour work days, some overtime may be required.

Competencies

• 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; Supports everyone's efforts to succeed.
• Motivation: Measures self against standard of excellence.
• Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality: Is consistently at work and on time.
• Dependability: Takes responsibility for own actions.