Senior Information Technology Specialist

About the role

The IT Specialist plays a vital role in supporting the company's IT infrastructure and providing technical assistance to end-users. Leveraging your expertise in IT systems and software, you will troubleshoot technical issues, implement system upgrades, and ensure the smooth operation of our IT environment. This role requires a customer-focused approach, strong problem-solving skills, and the ability to work collaboratively with cross-functional teams to deliver high-quality IT support services.

Responsibilities

• Provide technical support and assistance to end-users on IT-related issues, including hardware, software, network, and system access problems.
• Troubleshoot and resolve technical issues effectively reported through helpdesk tickets, phone calls, or in-person inquiries, ensuring timely resolution and minimal disruption to business operations.
• Install, configure, and maintain desktop computers, networks, laptops, printers, mobile devices, and other IT peripherals according to company standards and procedures.
• Collaborate with IT teams to deploy software updates, patches, and security fixes to desktops, servers, and other IT systems, ensuring compliance with company policies and industry best practices.
• Manage and maintain local area networks (LANs), wide area networks (WANs), and cloud-based networks.
• Assist in the administration and maintenance of IT systems, including Active Directory, email systems, file servers, and backup systems, to ensure reliability, availability, and performance.
• Conduct user training and education sessions to promote IT best practices, enhance end-user productivity, and improve IT security awareness.
• Document IT procedures, system configurations, and troubleshooting steps to create knowledge base articles and training materials for end-users and IT staff.
• Participate in IT projects and initiatives, such as system upgrades, migrations, and implementations, providing technical support and assistance as needed.
• Collaborate with vendors and service providers to escalate and resolve technical issues, coordinate equipment repairs, and procure IT hardware and software.

Skills

• Critical Thinking: Ability to analyze information objectively, evaluate different perspectives, and make well-informed decisions.
• Customer Focus: Builds positive customer relationships and gains trust and respect, prioritizing their needs and using feedback to improve products and services.
• Planning and Scheduling: Effective planning of repair procedures, scheduling work considering resource availability, and maintaining necessary inventory.
• Results Oriented: Sets challenging goals (individual and organizational) and tracks performance against these goals. Ensures that all projects/tasks are completed on schedule and within budget.
• Technical Expertise: Solid mechanical understanding of mobile equipment, including basic maintenance checks and troubleshooting minor issues. Ability to identify signs of equipment malfunction, understand and report them to the maintenance team.