What are the responsibilities and job description for the IT Support Specialist position at Newlight Technologies Inc?
Department: Information Technologies Job Status: Full-Time
Classification: Exempt Reports to: IT Support Supervisor
POSITION SUMMARY
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 desktop/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.
- Performs other duties and responsibilities as assigned.
QUALIFICATIONS
- 2 years of relevant experience
- Time management, multitasking, and reliable
- Familiarity with Helpdesk practices (ticket systems, team environment, etc.)
- Rely on instructions and pre-established guidelines to perform the functions of the job.
- Know the basic components of PCs and understand how they operate.
- Advanced MS Office Suite (Word, Excel, Outlook) skills
SUPERVISORY RESPONSIBILITY
This position does not have supervisory responsibilities.
WORK ENVIRONMENT
This position is required to work onsite in an office/manufacturing environment. In general office spaces, there is a low-average noise level, reasonable in office settings.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to see, sit, talk, hear, stand, walk, bend, lift up to 25 pounds, carry, operate computer and phone. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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.
*Newlight Technologies, Inc. is committed to a safety-first culture, and full COVID-19 vaccination is required for all team members prior to date of hire.
*Newlight Technologies Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
