What are the responsibilities and job description for the IT Support Specialist position at Southworth International Group?
The IT Support Specialist provides end-user support for a variety of technical issues including identifying, recording, researching, and resolving technical problems; from initial diagnosis, to troubleshooting through to escalation and/or closure. We encourage all IT team members to contribute to the evolution of technology and its positive impact on our internal customers. We also have many opportunities to learn new systems and technologies.
The position is based at Southworth International Group, Inc. (SIGI) headquarters in Falmouth, Maine. This position will require occasional afterhours work.
Duties and Responsibilities
- Evaluate incoming requests for assistance, identifying affected users and systems
- Prioritize tickets for resolution, adjusting priorities as appropriate
- Work to support SLA goals for service tickets and requests
- Update end-users on open incidents and follow up after resolving issues
- Document each trouble ticket as part of building an internal KB for future reference
- Coordinate internal and/or external resources to resolve an incident
- Function as a customer advocate to escalate issues as needed
- Onboard and offboard users
- Configure and maintain end user hardware setups and inventory
- Administer systems such as Microsoft Intune, Entra, 365, and Dell Wyse Management Studio
- Project work that enhances or upgrades our IT environment while aligning with our objectives. These vary widely in nature from configuring an ITSM system, new Intune configurations or Microsoft Purview
- Occasional afterhours work required
Qualifications - Skills and Experience
- Two-year degree in a technical program or equivalent professional experience is preferred
- Preferred: Network , Security , and A certifications or equivalent
- 3-5 years of work experience providing support for: desktop hardware and software applications, networking, printing, and supporting a variety of applications and systems
- Experience working in a ticket queue system, including ticket management and strong documentation skills
- Experience supporting the Microsoft cloud systems suite
- Demonstrated understanding of networking technologies
- Effective communication and customer service skills are critical to success in this position
- Excellent critical thinking, analytical and troubleshooting skills
- Knowledgeable working in a hybrid Active Directory network environment
- Flexible and adaptable to learning and supporting new systems
- Occasional afterhours work required
The purpose of this job specification is to outline the general responsibilities and qualifications for the Product Manager I position at SIGI. This is not an exhaustive list, and other responsibilities may be assigned as needed.
Were an Equal Opportunity Employer: Youll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability.
Were only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.
SIGI does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of SIGI.
