IT Support Specialist

Summary/ Objective

The IT Support Specialist will provide first-line technical support to users and resolve their IT-related issues. This includes diagnosing and resolving common hardware and software problems, providing training and support on new technologies, and troubleshooting basic network problems in a timely and efficient manner. The IT Support Technician will also collaborate with other members of the IT Team to escalate and solve more complex issues.

Essential Functions

• Respond to user requests via phone, email, chat, or in-person, addressing incoming technical issues, troubleshooting problems, and providing solutions to software, hardware, and networking issues.
• Respond to IT support requests via IT Service Management system and logging issues/resolutions properly.
• Monitor queue of ITSM system to properly prioritize requests.
• Install, update, maintain, set up, and configure workstations, laptops, mobile devices, and software applications in accordance with departments standards.
• Educate and guide employees on IT best practices, solutions, tools, and platforms, assisting them in understanding and making the best use of IT resources, providing guidance and informal training.
• Create and maintain custom images for desktop/laptop deployment.
• Perform routine maintenance on IT equipment.
• Collaborate within the IT department and assist with tasks as assigned.
• Aid in IT projects as needed.
• Create and maintain technical documentation and knowledge base guides.
• Gather end-user feedback to identify problem areas for improvement.
• Continuously learn about new technology, trends, tools, and applications.

Competencies

• Demonstrate proficiency in relevant technologies and systems.
• Proven experience in an IT Support or technician role.
• Proven knowledge of computer systems, networks, and software applications.
• Experience with MS Office Suite.
• Familiarity with Microsoft 365 and Azure.
• Ability to problem solve and think critically.
• Attention to detail.
• Good Communication skills.
• Good Project management skills.
• Ability to handle and prioritize multiple tasks.
• Positive attitude and patience with users.

Work Environment

• This job operates primarily in an office setting with the balance of the time split between visiting branches/warehouses and attending meetings.
• This position requires the use of standard office equipment such as computers, internet, smart phones, and photocopiers.
• Mental Demands: Able to gather information, use logic to analyze information and adapt well in a fast-paced environment. Strong interpersonal and communication skills. Ability to learn, grow, and adapt to change. Ability and willingness to work collaboratively. Self-motivated with strong problem-solving ability. Willingness to give and receive constructive criticism. Ability to analyze workload and establish priorities with time sensitive deadlines. Ability to make sound decisions and see buy-in from others.
• Physical Demands: The ability to stand, walk for moderately long distances, stoop, kneel, crouch, and manipulate (lift, carry, move) weight up to 50lbs. Ability to use a keyboard and type proficiently. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

• Sometime overnight travel is required, and the employee can reasonably expect on average 15-20% overnight travel to meet the demands of the position.