IT Support Specialist Staff I

Responsibilities

• Performs routine tech systems support, maintenance, and testing for proper upkeep of systems.
• Troubleshoots and resolves general system hardware, software, and network failures and conflicts.
• Works closely with employees including the executive team to resolve issues.
• Partners with other corporate services departments (Human Resources and Accounting/Finance) ensuring new employees have necessary equipment and technology configured and set up to be productive on their first day at EPE.
• Affords assistance in ordering and tracking inventory levels of equipment and materials.
• Affords assistance in documenting SOP’s, procedures, policies, SOC-related documents, etc.
• Affords assistance in the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
• Maintains current knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Provides telephone, email-based triage, and remote resolution of IT support.
• Maintains the Service Desk Ticket System; prioritizes and schedules resolution of each desktop support ticket for region.
• Keeps request status up to date and tickets moving to resolution.
• Affords proactive equipment maintenance to make sure PC’s/ Laptop’s, printers and other hardware are functioning properly.
• Takes measures to avoid downtime and monitors to keep things running smoothly.
• Performs daily floor surveys to proactively identify if end user support needs.
• Proactively communicates with satellite sites to identify support needs.

Qualifications

• Minimum of two years of IT-related experience.
• Outstanding customer service, patience, and professionalism.
• Demonstrated ability to explain complex technological concepts and ideas to those without a background in information technology.
• Experience working with the following technologies: Windows Desktop & Server, MS 365, laptops, docking stations, servers, firewalls, VPN’s, wireless internet, multi-display setups, switches, etc.
• Experience dealing with external vendors such as MSP’s, internet providers, equipment vendors, etc.
• Reliable personal transportation with a valid driver’s license.
• Ability to lift/move equipment up to 50lbs.