IT Support Specialist

About the role

The IT Support Specialist serves to support the organization by providing onsite and remote employee technical support. They ensure customer satisfaction through the timely and professional resolution of employee problems, logged and tracked through our internal ticketing system.

Responsibilities

• Support employee workstations, applications, network services, software, printers, Wi-Fi, etc.
• Provide employee training on new technologies and enterprise services
• Maintain documentation and knowledge base articles for employee use as well as internal IT processes
• Manage and provision new employee workstations, smartphones and other end user computing devices
• Document existing and new IT systems, services and processes
• Manage and work with local IT vendors
• Provide support and technical services for various core network devices & services; WAN and LAN connectivity, switches, routers, firewalls, Wi-Fi, printers, VPN, VoIP, etc.
• Provide support and technical services for various company servers and 3rd party services
• Participate in planning and rolling out of new enterprise-wide company software and services
• Participate or lead research projects into new technology or services (hardware, software, devices, services, etc.)
• Make recommendations for improving existing systems and processes
• Review IT publications, online materials or IT related coursework to remain up to date with current and future technologies emerging in the industry
• Work with other regional IT team members and managers to collaborate on successful deployment of enterprise-wide initiatives

Qualifications and Experience

• Educational Background: Associate's degree and/or bachelor’s degree in information technology, or related discipline a plus (Telecommunications, MIS, CS, CE, Software Engineering, Math or related)
• Experience: 3-5 years of direct IT-related work experience
• Technical Skills: Required Experience with computer hardware, software and printer support; Experience with Microsoft Office 365 service and administration; Experience with Microsoft client and server OS’ environments; Experience with Manage Engine ServiceDesk or other ticketing system; Mobile device troubleshooting skills (Apple IOS and Google Android); Experience with asset management and license tracking methodologies; Experience with Microsoft Active Directory (LDAP) and Group Policy concepts; IP network troubleshooting skills
• Preferred Experience: Knowledge of engineering application support such as AutoCAD, Revit etc.; Experience with Microsoft SharePoint, Power Bi; Knowledge of Virtualization technologies (VMware, Hyper-V, Citrix)
• Adaptability: Flexibility and willingness to work on various projects and tasks, embracing new challenges with enthusiasm
• Initiative: Demonstrated ability to work independently and take initiative to drive projects forward