IT Support Specialist

Description

JOB OVERVIEW                                                                                                        

Assist in the operation of IT across the whole of the organization. Tier 1 and 2 IT helpdesk support technician who will handle service requests and resolve or escalate service requests to upper-level support staff. Assist with end point management and end user management keeping within the boundaries set by government cyber security standards.

DUTIES & RESPONSIBILITIES

• Tier 1 and 2 helpdesk support. Assisting end users with a range of IT support including but not limited to desktop support, printer issues, IP telephony, accessories and peripherals, basic networking, basic cyber security compliance.
• End point management using Microsoft Intune MDM to enroll, administer, catalogue devices including creating and administering group policy and compliance profiles.
• End user management using a combination of Active Directory, Microsoft Entra ID, Microsoft 365 and Microsoft Intune. 
• Track and escalated IT tickets, monitor and administer IT equipment using the Service Now platform for ITSM
• Use ITIL and DevOps methodologies to create a customer/human centric value system to ITSM and Help desk support.
• Other duties as assigned.

Qualifications

SKILLS & QUALIFICATIONS

• High School diploma or GED required, Bachelor’s Degree preferred, preferably in Computer Science/Information Technology
• Minimum of 2-5 years experience in Information Technology, preferably in a manufacturing environment; 5-10 years experience preferred
• Minimum:  CompTIA A or equivalent, Microsoft Azure Fundamentals, Microsoft 365 Certified Endpoint Administrator Associate, Service Now Certified System Administrator
• Preferred:  Microsoft 365 Certified Administrator Expert, Cisco Certified Network Associate, ITIL Foundation, Microsoft Certified DevOps Engineer Expert, Service Now System Administrator
• Ability to work independently with strong time management skills to provide updates and fixes in a timely manner
• Demonstrated written and verbal communication skills to create and maintain excellent support logs
• Exceptional customer service, interpersonal and communication skills to interact professionally and positively with employees

SUPERVISOR REQUIREMENTS

• None

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to stand; walk; sit; use; reach with hands and arms; climb stairs; balance; bend, push or pull.
• While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment
• Lifting up to and between 10-35 lbs

WORK ENVIRONMENT

• Office and chemical, liquid and aerosol manufacturing environment
• Travel between two locations infrequently but maybe necessary

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.

Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

All activities, demands, conditions and requirements are linked to essential job functions.

The employment policy of Lighthouse for the Blind (LHB Industries) is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.