IT Support Technician

The Position

Looking for an IT Support Specialist to work as part of the Technology team in our Charlotte, NC locations. In this role, you will act as the primary point of contact for locations assigned to you as well as work across the organization as part of a team. The IT Support Specialist works with internal and external resources to ensure the systems are operating correctly. You will be responsible for Tier 1-2 support for desktops with Windows operating systems, triage software applications, assist users in the efficient use of applications, and provide clear, concise technical communications to escalate issues to senior leadership or vendors. A thorough knowledge of Windows software, variety of hardware knowledge and good communication and customer service skills are necessary.

Key Duties

• Create, review and triage support Tier (1-2) tickets on a timely basis
• Provide end-user desktop support via remote support tools or in person
• Knowledge or ability to learn about Ring Central Support and Jira
• Install and configure new Windows 11 computers, monitors, and printers.
• Assist with system administration tasks, including server upgrades, patches, deployments, architecture review / design and general best practices
• Knowledge or ability to learn about Cisco switches, internet connectivity and Cisco IP phones
• Create clear, concise process and system diagrams and supporting documentation
• Assist with projects and tasks as required
• Strong communication skills, prioritize skills and ability to multitask
• Tracking and Monitoring : Implement and maintain tracking systems to monitor key performance indicators (KPIs) and project progress. Coordinate with vendors to execute software and firmware upgrades
• Report Creation : Develop and generate comprehensive reports to support business operations and decision-making processes.
• Customer Support : Provide timely and accurate information to end users, addressing their inquiries and resolving issues efficiently.
• Attend meetings as required and provides regular and accurate status information to project participants / department leadership -follow management guidance and adherence to policies

Experience and Skills

Physical Demands. The following physical demands are representative of those that must be met to successfully perform the essential functions of this job :

Work Environment. The work environment characteristics described below are representative of those that will be encounters while performing the essential functions of this job.