IT Support Specialist

JOB SUMMARY

Assists users in resolving their software or hardware issues. Installs new programs to increase efficiency and satisfaction. Answers phone calls or uses online chat systems to determine a customer’s technical issue, providing guidance on resolution for the issue.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Sets up workstations with computers and necessary peripheral devices (phones, printers, etc.). Checks computer hardware (HDD, mouse, keyboards, etc.) to ensure functionality.
• Installs and configures appropriate software and functions according to user requirements.
• Ensures user password account security and privacy of network files locations and computer systems.
• Organizes and schedules upgrades and maintenance without deterring others from completing their work. Installs BIOS, drivers, and printer updates.
• Identifies and maintains computer network equipment inventory, identifies shortages, and submits order requests. Maintains records/logs of repairs and fixes and of maintenance schedules.
• Provides orientation and guidance to users on how to operate new software and computer equipment, building access, and alarm panel, as needed. Performs troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.).
• Helps investigate alerts from monitoring tools, anti-virus, etc. Learns and assists in backup operations and tape rotations.
• Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

• Reports to: Manager, IT Operations & Infrastructure

EDUCATION, EXPERIENCE & TRAINING

• Bachelor’s degree in computer science, MIS, or other technology-related curriculum with a minimum of one year of direct work experience or a minimum of three years of direct work experience without a degree
• A certification or significant work experience toward certification.

KNOWLEDGE

• Knowledge of computer software, operating systems, hardware, and networking
• Knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring tools
• Basic understanding of SQL query structure, PowerShell, Azure Cloud
• Familiarity with cloud-based software solutions and an interest in adapting them for use
• Familiarity or willingness to learn virtualization environments with Windows and Linux

SKILLS & ABILITIES

• Ability to troubleshoot network/ domain issues in a Microsoft environment
• Excellent verbal and written communication skills
• Good problem-solving and critical-thinking skills
• Able to work in a team as well as independently
• Experienced in providing professional and courteous customer service
• Motivated Learner – able to research and discern solutions to problems from internet research
• Install and configure new hardware and software as necessary

PHYSICAL STANDARDS

This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports, or records, typically weighing 5 lbs. or less. Occasionally requires lifting of boxes up to 25 lbs.

Pay scale for this position is between $45,662 and $54,794. The actual compensation will be determined based on experience and other factors permitted by law.

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