IT Specialist

Job Purpose: The IT Specialist plays a vital role in bridging frontline technical support and foundational system administration. This position provides advanced support to end-users by addressing complex technical issues, maintaining the company's IT infrastructure, and ensuring efficient operations across both in-person and remote work environments. The IT Specialist leverages strong troubleshooting skills and a deep understanding of Windows systems, networking fundamentals, and security practices to resolve escalated tickets and assist with system maintenance. Additionally, this role oversees help desk ticketing operations, ensuring a responsive support environment..

Technical depth and a range of customer service experience

General Job Duties:

• Respond to and resolve advanced technical support tickets, addressing hardware, software, and network-related issues for end-users.
• Assist with user account management, permissions, and access controls within Active Directory and other company systems.
• Monitor and maintain system health, performing regular updates, backups, and maintenance to ensure system reliability.
• Support network configurations and troubleshoot connectivity issues, collaborating with network administrators as needed.
• Implement and enforce security protocols, identifying potential vulnerabilities and ensuring compliance with security policies.
• Document troubleshooting procedures, system configurations, and IT policies to enhance support efficiency and knowledge sharing.
• Provide remote and in-person technical support, creating a responsive and user-friendly support environment.
• Collaborate with systems administrators to support infrastructure projects, server maintenance, and system upgrades.
• Educate end-users on IT best practices, offering training on company technology and security protocols.
• Identify and recommend process improvements to streamline IT support and enhance system performance.
• Operate and manage the help desk ticketing system, ensuring efficient ticket handling, prioritization, and resolution while supporting help desk processes and best practices.
• Supporting a fully integrated ERP system including technical and security setups, custom report writing to include SQL queries and dashboards.
• Set up and launch complex hardware and software programs for automating labor entry, paperless systems, and streamlining manual processes.
• Conduct system backups, security updates to prevent data loss and unauthorized system access.

Skills/Qualifications:

• 4-6 years' experience in computer networks and systems maintenance.
• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
• Hands on experience with setting up and maintaining Local Area Networks, Wide Area Networks, Firewalls/Network Security, Internet/Intranets, and System Storage Capacity for mid-size organizations in a manufacturing environment.
• Proficient in Windows OS, Windows server, MS Office and familiar with Office 365.
• Strong troubleshooting and problem-solving skills.
• Basic to intermediate networking knowledge, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity troubleshooting.
• Strong communication and interpersonal skills, with the ability to assist end-users in person and remotely while clearly explaining technical concepts.
• Strong sense of discretion and confidentiality required.
• Ability to train non-technical users on the use of new software for a variety of uses.
• Experience with help desk ticketing systems and familiarity with help desk workflows and best practices.

Skills Education Required:

• Bachelor's Degree in Computer Science or related field.
• 4-6 years of experience as an IT specialist or support engineer.
• Work Location: Waller, Texas

Desired Skills and Experience

LAN

WAN

Active Directory

Firewalls