What are the responsibilities and job description for the IT Support Specialist position at Van Keppel?
Essential Duties and Job Responsibilities:
IT Helpdesk and End User Support
- Under general direction, manages and maintains the personal computing needs of the users in the organization. Responsible for the installation, configuration and ongoing usability of personal computers, peripherals, and software within the standards and guidelines set forth by the IT Manager.
- Function as the helpdesk point of contact, oversee the helpdesk software and tracking of work orders.
- Work with IT Manager as appropriate to determine and resolve technical problems received from the clients.
- Supporting staff from multiple buildings in the area, as well as remote staff. Some travel is required.
- Ensure desktop computers and peripherals interconnect seamlessly with other systems including File Servers, Email Servers, Application Servers, etc.
- Recommend and perform upgrades to systems or software.
- Recommends and implements systems policies and standards, ensuring adherence to security and other procedures.
- Adapt systems and operations to meet the varying demands of the business.
- Mange staff and client profiles and access for vendor accounts.
- Manage software subscriptions for staff and clients.
- Follow up with staff and customers, provide feedback and see problems through to resolution.
- Ensure proper recording, documentation and closure of Service desk work items.
- Recommend procedure modifications or improvements.
- Provide a stable environment for company operations.
- Preserve and grow your knowledge of help desk procedures, products and services.
- Any task or job assigned at the discretion of the IT Manager.
Project Support & Process Improvement
Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
- Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
- Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
- Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
- Places software into production by loading software into computer; entering necessary commands.
- Places hardware into production by establishing connections; entering necessary commands.
- Preferably with some web development and CMS experience.
- Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
- Maintains system capability by testing computer components.
- Prepares reference for users by writing operating instructions.
- Maintains historical records by documenting hardware and software changes and revisions.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
- Evaluates system potential by testing compatibility of new programs with existing programs.
Job Qualification and Requirements:
- 5 years proven experience working in IT Service desk environments or other customer support role(s)
- Preferably with some experience managing or supervising an IT Service desk team
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Working knowledge of help desk software
- Ability to diagnose and resolve up to complex technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented mindset
- Preferably with IT focused education and/or IT certifications
Preferred Job Skills:
- Experience working with security software (email, device, network)
- Working knowledge of Powershell
- Working knowledge of AD in a hybrid environment
- Working knowledge of Disaster Recovery and Incident Response technologies
- Working knowledge of Office365 Administration
- Working knowledge of MDM tools
- Working knowledge of networking concepts (Ex: Net , CCNA level or greater)
- Working knowledge of VoIP systems
- Working knowledge of programming for automation
- Working knowledge of database management
- Prior experience working in a dealership setting
