IT Desktop Support Specialist

Description

The salary range for this position is $60,000 - $75,000.  At We Do Life…Together, a Division of ICES, Inc, we are proud we pay for experience and performance.

Rewarding Longevity Incentives Await!

Join our team and earn a $500 longevity incentive after just one year of employment! But that’s not all—your loyalty pays off even more over time, as your longevity incentives will grow the longer, you’re with us. We’re proud to reward not only exceptional performance but also the dedication of our team members as they thrive and grow within our agency. Don’t wait—apply today and take the first step toward joining a team that truly values and rewards its people!

Company Summary:

Since 1998, ICES Inc. is a human services company serving individuals with cognitive disorders, mental illness, and those on the autistic spectrum. Our caring human service professionals focus on the individuals’ strengths to make the most of valuable community resources while promoting respect and dignity. We serve individuals in private residences, respite facilities, emergency placements, community work sites, training centers, supervised living arrangements, and our own state-licensed group homes.

High-Level Job Description:

The IT Desktop Support Specialist is a Shared Service role, providing front-line technical support to end-users within our agency/organization. This role requires a strong understanding of computer hardware and software, with a focus on Microsoft technologies. The ideal candidate will possess excellent communication, problem-solving, and customer service skills. You will work closely with cross-functional teams to deliver exceptional digital and technical experiences while adhering to industry best practices. Local travel is required. This role must attend company events and meetings as needed.

Technology Desktop Support Responsibilities:

IT Technical Support:

• Assist with the deployment and maintenance of company software and hardware. Provide first-level support and needed training for internal system users of varying proficiency levels on hardware, software, and network-related issues
• Troubleshoot and resolve technical problems promptly
• Provide timely and effective technical support to end-users via phone, email, ticketing system, and in-person all while maintaining a high level of customer satisfaction
• Participate in after-hours support as needed 
• Assist with other IT projects as needed 

System Maintenance:

Troubleshoot and resolve a wide range of hardware and software issues, including:  

• Install, configure, and update computer hardware and software systems, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) 
• Maintain and support peripheral devices such as printers, scanners, landlines, and mobile devices
• Support and resolve operating system issues (Windows, OS) 
• Stay informed about the latest cybersecurity threats and vulnerabilities, including anti-virus and anti-malware software
• Assist in incident response activities in case of security breach 
• Document all support incidents and resolutions in the ticketing system

Network Support:

• Assist in maintaining local networks, ensuring connectivity, and addressing related issues
• Support VPN and remote access configurations and installs

User Assistance:

• Provide end-user training on computer hardware and software, including cybersecurity best practices (e.g., phishing awareness, password security, social engineering) 
• Provide training and guidance to system users with varying proficiency levels on technical tools and software
• Create and maintain user-friendly guides and documentation for common issues

Asset Management:

• Track technical assets and maintain inventory records in a database
• Coordinate with vendors for equipment purchases, repairs, and maintenance
• Conduct security awareness training and phishing simulations 

Technical Documentation:

• Create and maintain documentation for development processes and project updates

Competencies / Skills Required:

• Systems/Hardware:
  • In-depth knowledge of Windows and macOS administrative environments and functions
  • Strong understanding of Windows operating systems (Windows 10/11 preferred) 
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, SharePoint)
  • Experience with Active Directory, Group Policy, and other directory services
  • Familiarity with cloud-based systems (e.g., Microsoft Azure, Google Cloud) 
  • Experience with mobile device management (MDM) solutions 
• Troubleshooting:
  •  Expertise in diagnosing and resolving hardware, software, and network issues
• Networking:
  • Understanding of LAN/WAN configurations, firewalls, and network security
  • Knowledge of networking fundamentals (TCP/IP, DNS, DHCP) 
  • Ability to maintain and install routers, wireless access points, switches, and firewalls

• Remote Support Tools:
  • Experience with remote support tools (e.g., TeamViewer, Remote Desktop)
• Security:
  • Awareness of cybersecurity principles and antivirus software. (e.g., firewalls, intrusion detection systems, encryption)  
  • Experience with standard security tools (e.g., Microsoft Defender, antivirus, anti-malware, intrusion detection systems) 
  • Security Best Practices (access control, encryption, vulnerability management)

Preferred Skills

• Knowledge of cloud-based systems (e.g., Microsoft 365, Azure, AWS, Google Cloud, etc...)
• Experience with IT ticketing systems (e.g., Zendesk, Monday.com)
• Knowledge of company deployment processes utilizing Microsoft 365 and Azure
• Understanding of cybersecurity principles
• Strong problem-solving and analytical skills
• Excellent communication and teamwork abilities
• Ability to multitask and prioritize tasks effectively
• A proactive attitude and attention to detail
• Eagerness to learn new technologies and stay current with industry trends

Qualifications

• Bachelor’s degree in computer science, Information Technology, Microsoft Certifications, or a related field (preferred) or equivalent work experience
• Solid Microsoft Office 365 skills, including Excel, Outlook, Teams, PowerPoint, SharePoint, etc.
• Minimum of five years’ experience in IT Desktop Support or a related role
• Proven experience in technology desktop support or a similar technical support role
• Ability to work in a fast-paced and evolving environment

Salary : $60,000 - $75,000