What are the responsibilities and job description for the Information Technology Support Specialist position at Newlight Technologies, Inc. / AIRCARBON?
The IT Support Specialist is the first point of contact for Newlight’s IT support and is responsible for addressing hardware and software needs, cybersecurity services, procuring equipment, managing audits, setting up email accounts, and troubleshooting workstation, application, and printer issues.
ESSENTIAL FUNCTIONS
- Serve as the first point of contact for users seeking technical assistance over the phone, email, or in person
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by users
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update users’ status and information
- Managing standalone printers / toners inventory
- Respond to telephone calls, emails, and requests from personnel.
- Install, upgrade, and support PC software applications.
- Hardware troubleshooting that includes workstations, mobile devices, network hardware devices, and peripheral devices (printers, keyboards, monitors, mouse, etc.)
- Setup and configure new Windows desktops / laptops or mobile devices for new hires and upgrade existing equipment with data migration
- Manage new hire and termed user accounts.
- Provide basic training for users.
- Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment
- Identify and define security requirements for operating systems and applications.
- Assist with audit requests for documentation, responses, and remediation.
- Monitor, detect, respond to, and document cyber threats, events, and incidents.
- Assist with managing security awareness training / testing modules.
QUALIFICATIONS
SUPERVISORY RESPONSIBILITY
This position does not have supervisory responsibilities.
POSITION TYPE / EXPECTED HOURS OF WORK
This is a full-time position, on-site, requiring overtime as needed to complete assigned work.
TRAVEL
No travel is expected for this position.