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 Supervisor, Senior IT 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 a point of contact for Conference Room Services with video conferencing, AV setups, and take-downs
• Supports 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 user
• Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems
• Performs preventative and routine maintenance
• Coordinates with IT vendors and other departments
• Works 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

Candidate Profile

• 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
• Provides 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
• Establishes and maintains effective working relationships with all levels of the organization and collaborate well in a team
• Exhibits excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation
• Demonstrates extensive knowledge of the Windows 11 operating systems, settings, limitations, tweaks, and maintenance procedures
• Exhibits extensive experience with the Microsoft O365 ProPlus Suite with a focus on Outlook, Word, Excel, and PowerPoint
• Demonstrates experience with troubleshooting and supporting iOS and Android mobile devices with a focus on Intune and Microsoft Outlook mobile email delivery and archiving system
• Demonstrates experience with remote access such as Citrix, VPN, and Remote Desktop
• Demonstrates experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment

Qualifications

• 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