Technical Support Specialist

Basic Job Description:

The Tech Support Specialist will be an important addition to the growing team at the David Roberts Consulting (DRC) family of companies. This position will offer support to staff members, identify system problems, anticipate potential issues, and repair systems and software when necessary. This will include special projects, inventory management, and working closely with multiple teams across the organization.

Essential Duties and Responsibilities:

• Provide Level 1 support for general networking, computers, and other technology.

• Issue new employee credentials, managing set up for and distribution of equipment.

• Setting up and configuring PCs and other hardware for new and existing employees.

• Install, configure, maintain, troubleshoot, support, and assist in the deployment process of computer hardware, desktops, laptops, printers, and other peripherals), software (Windows, Microsoft Office, and other legal-specific applications), mobile devices, telecommunications equipment, and audio/video equipment

• Master Office 365, keeping employee roles, permissions, email groups, and team groups up to date.

• Become proficient in Smartsheet, Microsoft products, and Samsara, seeking innovative solutions and training staff to utilize the necessary tools for efficiency.

• Manage user and computer accounts, assisting virtual and on-site staff.

• Create and maintain an SOP on outage of power, internet, and applications; identify problems and workarounds to keep the process moving.

• Manage SiteGround and website needs, working with communications staff to develop SEO and reach.

• Diagnose and resolve complex software, server, and networking issues, pushing updates and ensuring compliance.

• Create inventory tracking system for all computers, laptops, and tablets (and associated paraphernalia), monitoring age, upkeep, and replacement information.

• Work with current vendors to configure systems for back-up and recovery, learning new database app to provide first-tier problem solving.

• Establish protocol and set up system network at new property, creating a multi-channel network for all buildings.

• Manage data storage of security videos; coordinate live streaming of security monitoring in various facilities, streaming into one location.

• Implement video capture from vehicle camera system, improving upload capabilities.

• Manage conference room updates to improve virtual meetings and data sharing.

• Monitor flagged emails, issuing company-wide training and warning on phishing attempts.

• Hardwire specific devices and install updates as needed.

• Create and maintain written and verbal procedures; prepare written technical documentation, training material, standards, reports, and other documents.

• Provide technical support after normal working hours when necessary, including scheduled maintenance windows.

• Other duties as assigned by leadership.

Requirements:

• Minimum of a bachelor’s degree in computer science or management information systems or equivalent combination of education and experience is required.

• Minimum of 3 years in IT administration, required.

• Proficient in Microsoft Office applications, Adobe, and Smartsheet.

• Proven ability to manage time effectively to produce results.

• Operates with flexibility and adaptability, communicating with decision-makers for guidance.

• Ability to interpret ongoing problems and suggest possible solutions.

• Ability to multi-task and meet deadlines.

• Ability to receive direction and constructive feedback and put such direction into action.