Job Description:
As aSystems Support Specialist,youwill provide hardware support for allAGIlinesof businessComputers,Tablets, Phones,andprinters.
Primary duties include systems installation, configuration,andadministration; e-mail and user account management; patch management; hardware and application software installations and upgrades; problem troubleshooting,and general user assistance.Creating and maintaining internal documentation and sharing user insights to influencedevicedesigns, standards,and rollouts.
MAJOR RESPONSIBILITIES
Technical Services
Taking ownership and accountability for the projects and efforts assigned to you
Experience Managing Office 365 users
Experience with Exchange Online (Office 365)
Experience with imaging (Windows and/or OSX), package deployment,and systems managementthrough Microsoft Intune
Company-wideprojects (system upgrades, security rollouts)
Testing and qualifying new hardware
Repair defective systems and printers.
ManageTimeclock rollouts, Troubleshooting and configuration
Maintains updatedremote access tools (i.e.Splashtop)on alldevices
Work with PC vendors to create quotes and resolve warranty issues.
Securely wipe and assist with surplus older equipment.
Provide direct end-user support for Windows, Mac OS, and Linux operating systems in a heterogeneous networked environment, minimizing the number of issues that must be referred tolevel 3System Admins:
Initial OS installation and physical deployment of workstations to users
Monitor and resolve OS patch and antivirus issues
Conduct network troubleshooting and IP management
Application support, installation, and upgrades
Support and troubleshoot printer issues
Support departmental smartphones and tablets.
Escalates unresolved issues that require more in-depth knowledge of Windows, Mac OS, and Linux administrators
Unboxes and setups computing hardware
Independently answer Help Desk calls, e-mails, walk-ins, and other methods of technical requests in a customer-friendly, expedient manner to maintain a positive end-user experience.
Accurately record support incidents in the enterprise tracking system.
Create, update, and maintain online support documentation.
Maintain departmental inventory: continuously monitor and replenish the departmental stock of printers, computer components (cables, RAM, keyboards, mice, video cards, etc.); place purchases as needed.
Project Management
Prepares, plans, and co-ordinates new technology implementation and existing technology upgrades for short and long-term projects.
Conducts periodic reviews on on-going projects and rollouts.
Provides direct Expert level technical support forclient hardware devices implementations.
Administration
Prepares regular status reports and discusses ongoing issues
Reviews and approves expense reportson time
Travel as required with minimum notice.
Management
Manage external resourcesas needed onall projectsensuring that tasks and projects are completed on time and within budget
Finance
Participates in preparation of the annual departmental budget, approves expenditures and monitors progress throughout the year, reviews and revises as appropriate.
Experience
Relevant industry certifications preferred (i.e.:Azure, Office365 Adminor similar designations)
3-5+ years of virtual experience
Intune experience
VDI experience
Windows and Linux Server exposure
Scripting experience for automation
Experience working in support as a product specialist
Experience owning and leading cross-functional projects that improve the user experience.
Ability to turn countless support interactions into meaningful insights that can easily be interpretedinto future product designs
An effective communicator who can flex their communication style to maximize comprehension and impact
An analytical mindset. Someone with a strong desire and the capability to incorporate data into everything they do
5 to 8 Years of working experience asan ApplicationSystemsAnalyst
Demonstrated ability to prioritize team activities considering overall business direction while setting realistic and achievable goals
Demonstrated ability to manage multiple projects and timelines using a project management approach
Excellent teamwork, cooperation and time management skills
Demonstrated ability to seek out relevant information and think analytically
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