What are the responsibilities and job description for the IT Support Specialist position at Shipley Energy?
Responsibilities
- Level 1 support of desktops, phones, virtual machines, and servers
- Research, plan, install, configure, troubleshoot, maintain, and upgrade hardware and software interfaces with the operating system
- Monitor system performance, ensuring uptime and successful backups
- Manage IT Asset inventory
- Participate in an after-hours (24x7) support on-call rotation
- Individual, Team and Company Participation
Expectations
1. Helpdesk Support
- Level 1 support of desktops, phones, virtual machines, and servers
- Resolve Level 1 tickets pertaining to all IT solutions within appropriate time frame (no Level 1 ticket should be open longer than a week)
- Troubleshoot tickets and escalate to proper parties when outside Level 1 scope
- Respond to end users within 4 hours of ticket creation
- Add and remove new users on the network as needed
2. Systems Maintenance
- Manage windows updates and ensure servers and desktops are up to date
- Document (and keep current) system processes and procedures
- Add (setup) or remove mobile devices, desktops, and servers as needed
- Update, install, or replace aged or failing hardware
3. Performance Monitoring
- Make sure all endpoints are protected with antivirus
- Ensure successful back-ups of all servers
- Monitor network alerts for critical issues
- Remediate or escalate alarms related to infrastructure
4. Manage IT Asset inventory
- Inventory IT assets as they are procured
- Track / update inventory possession as employees come and go
5. Participate in an after-hours (24x7) support-on-call rotation
- Main point of contact one week per month
- Respond to emergency tickets and support calls within 4 hours of issue creation
