Junior IT User Support Specialist

Position Summary

The function of the Junior IT User Support Specialist is to provide technology-related consultation and support in an office environment, including the deployment, administration, and/or support of technology systems essential to the day-to-day business operations. The Junior IT User Support Specialist works as part of a team directed jointly by an IT User Support Manager and the Business Director.

Key Responsibilities

• Supports computer hardware and software, and maintains computer hardware asset inventory
• Affords assistance with system setups, breakdowns, and office moves
• Serves as Conference Room Services with video conferencing, AV setups, and take-downs
• Serves as support for mobile devices with a focus on Enterprise Vault email delivery and archiving system
• Tracks user support requests and system failures
• Escalates more complex issues to advanced support service teams and communicates with end users
• Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
• Performs preventative and routine maintenance
• Procures miscellaneous technology supplies
• Collaborates with IT vendors and other departments
• Collaborates with core IT teams on implementation and support of technology rollouts and projects
• Recognizes and makes recommendations for training where opportunities exist to address common support issues

Qualifications

• Skills & Competencies: Attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives; Provide outstanding client service, meet high quality standards for services, and meet or exceed client expectations; proactive in seeking innovative ways in which to help others; Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation; Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve issues or suggest alternative solutions; Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment
• Education & Prior Experience: Bachelor’s degree in computer science, information technology, or related field preferred; 1-3 years’ experience providing technology support in a professional office environment; Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals preferred; Experience with networking devices, cabling, and associated troubleshooting preferred; Prior use of a trouble ticket tracking system preferred

Technology

• Significant knowledge of the Windows 11 operating systems, settings, limitations, tweaks, and maintenance procedures
• Extensive experience with the Microsoft O365 ProPlus Suite with a focus on Outlook, Word, Excel, and PowerPoint
• Experience troubleshooting and supporting iOS and Android mobile devices with a focus on Intune and Microsoft Outlook mobile email delivery and archiving system
• Experience with remote access such as Citrix, VPN, and Remote Desktop
• Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment

Benefits

We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.