IT Support Specialist

Responsibilities

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.
• Administers servers and network equipment as directed by the Sr. Administrators.
• Assists with administration of all applications and VoIP system.
• Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
• Places software into production by loading software into computer; entering necessary commands.
• Places hardware into production by establishing connections; entering necessary commands.
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
• Maintains system capability by testing computer components.
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains client confidence and protects operations by keeping information confidential.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications;

establishing personal networks; participating in professional societies.

Contributes to team effort by accomplishing related results as needed.

Competencies

• Technical Capability.
• Strategic Thinking.
• Effective Communication Skills.
• Leadership.
• Teamwork.

Desired Skillsand Experience :

• AA degree or higher in Information Systems or a related major preferred, or equivalent years of experience, or certifications.
• Must have more than 4 years of IT Support experience in an IT Support position
• Thorough knowledge of Microsoft Office Suite, Microsoft Operating Systems Experience with G-Suite and other cloud system administration.
• Experience providing local and remote support to a diverse user base.
• Ambitious, / Motivated Self-starter with the ability to complete work independently and within a team environment.'
• Ability to multi-task multiple projects, provide support with a high level of Customer Service.
• Ability to learn new technologies to implement and support in a dynamic environment.
• Enthusiastic, committed, proactive and resourceful; can be counted on to get the job done.
• Able to work autonomously as well as being a good team player.
• The following skills are a plus : Experience with Macintosh systems (Mac OSX)Experience troubleshooting and maintaining telephony systemsExperience maintaining local and wide area network hardware.

POSITION TYPE / EXPECTED HOURS OF WORK

This is a Full Time position. Actual schedule and hours may vary.

SUPERVISORY RESPONSIBILITY

Reports directly to IT Manager