Desktop / IT Support Specialist
Summary
You will serve as the primary point of contact for technology support, capturing user’s needs into the ticketing system, providing updates, and resolutions. This role will be service oriented and frequently interacting with business professionals via phone, email, remote assistance (Team Viewer/Zoom), or in person. The ideal candidate will be able to articulate, troubleshoot, and resolve technology issues effectively and with professionalism using best practices. When not supporting users, this role will stay active with internal IT improvement projects, software evaluations, business improvement workflows, cyber security, and documentation.
Responsibilities
● Assist users with day-to-day technology needs (desktop software malfunction, password resets, hardware failures, email spam/quarantine, etc)
● Support desktop computing equipment, cell phones/tablets/hotspots, printers, cameras, networking equipment, office phone (Avaya)
● Provision new equipment for users, which may involve: ordering equipment, installing software, configuring accounts/permissions using Active Directory, adding equipment to the network, deploying equipment to the user, and providing introductory how-to instructions to get started if needed.
● Uphold and enforce cybersecurity polices and best practices
● Utilize JIRA Service Desk to track, document, and resolve support tasks
● Work with vendors to maintain software, review/prototype new software, update licenses
● Ability to expense, categorize, and document equipment purchases for approval and payment using designated expense codes and AP approval and payment portal.
Qualifications
● Associates Degree in a computer-related field, Comp TIA A+, or other technical certifications
● 8+ years (preferred) of experience in IT support.
● Ability to multi-task, prioritize, and communicate tasks to business users and leadership as necessary.
● Ability to work confidently and independently with minimal guidance.
● Ability to lift/maneuver equipment weighing 50 pounds.
● Proficiency in managing/supporting the following technologies: Windows 10/11, Outlook 2016, Jira Service Desk, MS Office, Office 365, Adobe Suite, VPN technology, Team Viewer remote assistance, password resets, email quarantine, Zoom, Teams
● Bonus Skillsets: GPO, Active Directory, DNS, Azure platform, virtual machines, SQL Server, Jet Reports, Microsoft Navision, Power Shell Scripting, PDQ or other automation tools, strict cyber security posture and hardening, Cisco/Meraki networking, Windows Server management, inTune, JIRA Work Management automation, Confluence, large project roll outs
● Familiarity with servers, firewalls, switches, routers, patch panels, cameras, and cabling
