The IT Support Specialist is responsible for performing analytical, technical, and administrative work in the installation of new, and support of existing computer systems and workstations. Will complete Tier I, II and III troubleshooting in a Windows environment, resolving issues with computer systems and peripheral equipment located throughout the organization. Timely responses to user reported incidents, training end users in the use of equipment and software, and performing general IT maintenance tasks will be a large chunk of this role.
Customer Support: Provides professional, courteous, and quality systems support to all users in a timely manner. Responds to inbound calls, voicemail, web-submissions, emails and/or instant message to the Support Service Desk for assistance from users experiencing problems. Consults with users to identify needs and requirements.
System Support/Administration: Performs Windows system administrative support which includes adding and removing users, installing, troubleshooting, and maintaining hardware and software, monitoring system and network activity, and assisting with user desktop issues on a daily basis. Provides problem determination/resolution based upon personal experience and standard operating procedures, including immediate resolution where possible.
Departmental Support: Evaluate business needs, objectives, and goals; researching products available and designating procedures to best meet those needs while not negatively impacting current architecture & applications. Develop documentation to support the use of hardware, software, and telecommunication products. May participate in and provide information for the strategic planning process and development of effective processes and procedures at the departmental level.
IT Department inventory: Responsible for maintaining accurate inventory controls; monitoring and sustaining inventory to ensure product availability at all locations. Support the documentation of IT equipment; update inventory records to maintain accuracy and requesting additional equipment through procurement process; providing justification when required
Must have a minimum of four years’ experience supporting Windows PCs, Apple products (iPhone, iPad, MacBook), Blackberry smartphones, and software applications both remotely and desk side, including client operating systems (Windows 10; XP; Server 2003/2008; IOS; OS X), MS Office 2007/2010; Active Directory; Exchange Email; Backup and Recovery; Virus utilities; VPN; performance monitoring; etc.
Minimum of three years’ experience in a customer service/call center environment, and/or helpdesk experience
3 5 years’ experience in a service desk environment
MCSA Windows 7 preferred
MAC support (Apple Certified Support Professional (ACSP) preferred)
ITIL Foundations Preferred
Must have strong interpersonal skills in order to work in a dynamic and fast-paced environment
Must possess excellent verbal and written communication skills and be courteous and efficient when handling and resolving complaints
Track record of reliability and stability within similar roles