IT SUPPORT SPECIALIST

COMPANY OVERVIEW :

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services.

Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software.

Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere.

We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. Our global headquarters offers an on-site gym staffed with personal trainers, a caf, food trucks, social hour, and more.

With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY :

The IT Support Specialist is a point of escalation for helpdesk level tickets and is responsible for developing methods and procedures to be used at the helpdesk level to address issues addressed by users.

Secondary responsibilities include the ability to perform all aspects of a junior support role, in addition to administration of user accounts and access, conducting software installations, hardware repair, as well as developing methods and procedures for lower tier users interacting with these systems.

Additionally, researching, analyzing, testing and coordinate deploying base images for user devices. This position requires a very Positive attitude and excellent Customer Service skills.

The Support Specialist should have excellent telephone etiquette for supporting remote users who reside at our remote office locations, as well as those that are traveling.

A sense of urgency is needed for resolution of problems to allow end-users to function without interruption. The Support Specialist will be required to continually update and enhance technical skills through training programs and self-study to stay abreast of technology improvements and updates.

ESSENTIAL DUTIES / RESPONSIBILITIES :

The requirements listed below are representative of the fundamental knowledge, skill, and / or ability required to perform the job successfully.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Analyze, troubleshoot and resolve escalated issues including; PCs, portable devices (iPads, iPhones, hardware and software), applications printer and fax configurations, applications, printers, faxes and network related issues.

Be a point of escalation for helpdesk level issues, identifying when further escalation is necessary and work with appropriate team member.

• Assist users with advanced understanding of Microsoft Windows Operating systems &Microsoft Office Products.
• Provide assistance in administration of Microsoft Active Directory functions (Account; Add, Change, Delete, role / permission groups, Distribution groups).
• Administer security related systems from an IT standpoint. Systems to include access control across multiple office locations.
• Resolve account lockout issues.
• Develop and test Gold images for user level hardware.
• Document resolutions to complex issues and tasks that end users may run into, and provide education to them. Analyze repeat problems for final resolution and future mitigation.
• Create and administer email accounts, user access accounts for network access and maintain first-level triage for all communication applications.
• Provide a consistent, stable platform for all workstations by utilizing an imaging utility to deploy a standard desktop.
• Install and replace hardware and software packages (including security patches) for end-user laptops and workstations in all locations.
• Assist with asset management to include the tracking of relocation and reallocation of hardware and software (i.e. coordination of company moves) and maintaining a complete inventory of hardware in all locations, including inventory that has been disposed.
• Establish and maintain working relationships within our company across all locations.
• Work with the business contingency planning to establish and maintain disaster recovery plans at the desktop, printer, and fax level.

Test out these plans every six months as part of recovery.

• Coordinate resource allocation by supporting use of video conferencing, projectors, and remote PC connections for meetings, etc.
• Replacement or repair of damaged or outdated equipment.
• Assist other IT departments with projects or research as needed.
• Provide proactive information through research of the business to assist and improve processes.
• Provide after hours support on rotating on-call schedule
• Perform other duties and special projects as assigned.

To be successful in this role, an individual must be able to perform each essential duty in a satisfactory manner and should demonstrate all competencies listed above.

All employees are expected to adhere to and be knowledgeable of SD operating standards, established safety rules, and adhere to company attendance guidelines.

GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS :

Required qualifications and experience :

• 2-5 years of recent technical support in a corporate setting that includes, hands-on experience configuring and maintaining desktop hardware and software, preferred.
• Demonstrated experience providing excellent, professional and positive customer service including superior telephone etiquette and strong verbal and written communication skills (ability to present complex technical information to a non-technical audience).
• Demonstrated experience documenting technical resolutions to common issues; sharing information with end-users and team members;

and identifying and documenting enhancements that can be made to systems to improve overall customer experience, helping them be more efficient.

Proven ability to stay organized; to track and manage multiple tasks at the same time and follow them through to completion;

to solve complex technical problems with limited supervision; and to make sound technical decisions.

• Technical experience should include : Experience with networking concepts and administration; thorough knowledge of Windows OS, thorough knowledge of Mac OS / iOS;
• Active Directory and account management; MS Office including Outlook; MS Dynamics CRM; TrendMicro Anti-Virus; knowledge of PC Architecture and network administration including LAN architecture;

trouble shooting skills in Windows Terminal Server environment; knowledge of log on scripts and registry edits.

• Experience with printers, preferred.
• Experience with Dell Desktop and Notebook or Lenovo laptops, preferred.
• Working knowledge of Cisco routers, switches, Cisco ASA Firewalls, preferred
• College or technical degree preferred.
• CompTIA A+ certificate upon hire or within one (1) year of employment.
• Successful completion of required background screening and drug test.

PHYSICAL DEMANDS :

While performing general office duties for this position, the employee is regularly required to sit, stand and / or walk around (including the use of stairs).

Other demands include the ability to openly communicate with others by talking, listening, and reading, able to lift light objects (