Job Description
Job Description
IT Support Specialist to deliver customer-focused support to our employees. This position provides day-to-day technical support and training for PC’s, networking infrastructure, server systems, networked copiers and printers, smartphones, VOIP handsets, and iOS tablets. This position recommends hardware and software solutions, including new acquisitions and upgrades. This position may participate in design and development of information technology and infrastructure projects.
Essential Duties and Responsibilities include the following, other duties may be assigned:
- Provides timely technical support for end-user requests via hands-on service, telephone, and email for users at local division location and remote offices.
- Resolves end-user requests by creating, tracking, escalating, documenting issues, and closing work requests in the work order tracking system.
- Escalates issues to internal IT staff or external vendor support as required.
- Configures, deploys, and supports desktop and laptop PCs, applications, and printers. Creates and manages system images.
- Performs diagnostics with users to collect information about problems and to determine the source of errors. Isolates performance and usability issues to determine the cause of hardware or software malfunctions.
- Coordinates preventative maintenance and vendor services as necessary.
- Participates in creation and maintenance of IT standards and procedures.
- Maintains accuracy of help desk database.
- Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
- Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
- Assists with server and network administration by responding to issues that may require application or database shutdown/startup, equipment reboot, or restarting of server services.
- Tests and deploys new software and procedures, installation, conversion, and upgrade activities.
- Provides end-user training assistance for standard hardware and software systems.
- Performs administration of user accounts, printers, and client devices on server domains.
- Resolves remote access issues, printing issues, and networks connectivity issues.
Qualifications:
- Strong customer service and empathy skills.
- Working knowledge of installing, operating, maintaining, and supporting various local/networked personal computers, printers, scanners, and audiovisual equipment.
- Working knowledge of installing and supporting various desktop operating systems (Windows XP, 7, 8, 10, OSX), mobile operating systems (iOS, Android) and office productivity suites (MS Office).
- Principles and knowledge of network cabling.
- Principles and working knowledge of networking equipment including switches and routers.
- Principles and knowledge of proper cable termination standards and techniques used in both the audiovisual and computer networking industries.
- Ability to read and interpret complex manuals and schematics.
- Ability to work productively and cooperatively on projects, fully participate in appropriate meetings, and carry out assigned tasks in a team environment.
- Ability to work with customers to identify their needs, solve their problems and help them meet their goals.
- Ability to work independently with minimum guidance, to be a self-starter, and make independent judgments.
- Strong verbal, written and interpersonal communication skills, attention to detail, as well as a firm commitment to service
- Ability to perform time-sensitive and complex tasks
Education/Experience:
Associate degree (A. A.) or equivalent from two-year college or technical school; or at least two years related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
Math Ability:
Ability to apply concepts of basic algebra, functions, and graphs.
Reasoning Ability:
Demonstrates excellent organizational and communication skills, with the ability to successfully interface between both technical and non-technical audiences in a professional manner. Possess strong problem-solving skills, with a high degree of attention to detail and a willingness to take the initiative.
Customer service oriented with a strong drive to ensure reliable applications and a high operational focus on keeping the business running. Willing and able to quickly learn new concepts and technologies as needed.
Computer Skills:
CompTIA A+ Certification preferred
CompTIA Network+ Certification preferred
Certificates and Licenses:
No certifications or licenses needed.
Supervisory Responsibilities:
N/A