Position Summary The IT Support Specialist is a customer-focused individual that has a passion for providing exceptional technical support and troubleshooting assistance to end-users in a fast-paced environment. This role is responsible for providing first-level technical support to end-users as well as maintenance, operation, and configuration of the desktop, laptop, mobile, and peripheral device infrastructure within the organization. This individual is a proactive problem-solver with strong communication skills and dedication to delivering outstanding service to our internal customers. The position participates in technical research and development to enable continuing innovation within the environment. This individual ensures that the software systems and related procedures adhere to the organizational values, enabling staff, volunteers, vendors, and partners. This individual will perform new equipment preparation and preventative maintenance on existing hardware and software throughout the organization to prevent failures over time due to neglect. The IT Support Specialist will report to the Sr. Director of IT but will have frequent contact with all levels of the business to include support of external partners where applicable. Responsibilities

• Perform first-level support to end-users in person, over the phone, via email, screen sharing technologies, or chat.
• Setup and deploy new equipment, user accounts, and perform new user orientation.
• Assist users manage potential spam/phishing messages
• Collaborate with internal teams to identify recurring issues and opportunities for process improvement.
• Diagnose and resolve hardware and software issues in a timely manner.
• Stay informed on emerging trends in computing (hardware/software/cybersecurity).
• Keep organization engaged with IT through frequent relevant messages and tips.
• Poll user community regularly for feedback and recommend improvements.
• Maintain, manage, update and support the SOTI mobile device management solution (MDM)
• Performs basic tasks associated with preventative maintenance, diagnosing, and servicing Zebra and HP printers
• Monitor backup storage health.
• Monitor endpoint and server health.
• Log and trend support issues.
• Perform various DR/BC tabletop activities, logging, and reporting results.
• Perform preventive maintenance on devices and maintain detailed logs.
• Perform computer hardware upgrades.
• Assist in reviewing security infrastructure and gap resolution.
• Facilitate annual company-wide cybersecurity awareness training.
• Make recommendations for hardware purchases. Qualifications
• Bachelor’s degree from a four-year college or university in Computer Science, Information Technology, related area of study or equivalent experience
• 3 years of experience in an IT Help Desk role.
• Demonstrated ability to engage with internal and external customers and provide compassionate and personal engagement during issue resolution
• Strong knowledge of PC troubleshooting and repair, both hardware and software/OS.
• Active Directory/O365 management.
• Proficiency with Microsoft Office Suite of products.
• Using software to clone/deploy software images.
• Patch management.
• Basic knowledge of Android client hardware such as Honeywell and Zebra devices
• Basic knowledge of Zebra printers
• Proficiency in SOIT MobiControl is a plus
• Experience with Macs a plus.
• Networking experience a plus.
• Telephony experience a plus.
• VOIP experience a plus.
• Related certifications a plus. Required & Preferred Skills
• Ability to prioritize and multitask.
• Deadline and detail oriented.
• Excellent communication skills.
• Strong troubleshooting and critical thinking skills.
• Excellent organizational skills.
• Demonstrated ability to balance responsiveness & proactive actions.
• Extensive knowledge of Windows 10 in a corporate environment.
• Extensive knowledge of printer (thermal, laser, and copier) support.
• Ability to create, follow and maintain standard process documentation. Personal Profile & Cultural Fit
• High personal integrity.
• High commitment to results and to the organization.
• Industrious and action oriented.
• Data driven, quantitative and analytical.
• High energy.
• Exceptional interpersonal and organizational communicator.
• Quick and fact-based decision maker.
• Collaborative partnership builder and team oriented.
• Systems and process thinker.
• Strong resiliency.