IT Systems Specialist

About the role

As the IT Systems Specialist for the organization, you will provide triage, ticket assignment, tier I issue resolution, account management, and systems monitoring; including providing accurate and efficient tier I support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting. Write and update "how-to", knowledgebase, and procedure documentation.

Responsibilities

• Provide outstanding customer service and a positive support experience by interfacing directly with ENERCON employees on issues, communicating in a clear, concise manner.
• Accurately and efficiently answer help desk calls.
• Collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier II support.
• Provide remote software installation and configuration support.
• Accurately perform account creation, management, and deletion per documented processes and procedures.
• Accurately and timely perform remote connection administration per documented processes and procedures.
• Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures.
• Perform workstation management and adherence to all security requirements.
• Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support.
• Be a liaison with departments to coordinate technology needs.
• Troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through.
• Perform basic Windows server administration, including Active Directory and Exchange.
• Follow purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed.
• Follow established processes and standards, identify, and propose improvements, as necessary.
• Perform OS Imaging and deployment.
• Perform Mobile device management.
• Attend meetings as assigned and participate in educational activities to keep skills up to date.
• Demonstrate professionalism at all times.
• Display cooperative behavior and interacts positively and effectively with others to promote a team environment.
• Perform other duties necessary to maintain the overall efficiency and continuity of the dept.
• Be proactive in identifying, reporting, and participating in the resolution of any potential or safety issues.

Qualifications

• Experience and ability to thrive in a team oriented, customer service environment.
• Excellent documentation skills, ability to write technical processes and procedures.
• Basic understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365.
• Knowledge of the interoperability of current Windows operating systems with 3rd party applications.
• Knowledge of printer driver and queue creation, installation, management, and troubleshooting.
• Understanding of principles of computer system operations, networking, Operating Systems, and peripherals.
• Demonstrated hardware maintenance and/or configuration experience.
• Knowledge of one or more scripting languages a plus.
• Desktop and laptop hardware knowledge Dell, HP & Apple.
• Excellent customer service skills.
• Highly effective communication and interpersonal skills.
• Ability to maintain confidentiality.

Education and experience

• 1 - 2 years of help desk, managed service provider or related experience.
• 2 years minimum experience in an IT support role.

Benefits

• Health insurance (with low deductibles)
• Disability insurance
• Life insurance
• Dental insurance
• Vision insurance
• 401K retirement plan
• 401K match (after 1 year of service)
• Paid time off (PTO)
• Tuition reimbursement
• Flexible medical and dependent care spending account
• Fitness gym on site
• Health wellness program with cash incentives