The IT Support Specialist takes charge of coordinating, diagnosing, and troubleshooting incoming employee issues. Offering support services, they assist employees facing technical challenges and information technology issues encompassing desktop, laptop, or network services. Ensuring prompt resolution or escalation, when necessary, they advocate for the customer by directing matters to the appropriate technical personnel. Additionally, they keep management and end-users informed with case status updates and contribute to the development, documentation, and implementation of standard operating procedures and customer service guidelines relevant to IT support.
Responsibilities:
- Provides third tier IT support to employees and business resolving moderate to complex problems and tickets as a member of the Help Desk Team.
- Responds to escalated employee issues and incidents in a proactive, timely fashion.
- Completes tasks and projects supporting IT operations in delivering systems and features that provide significant value.
- Resolves any software, hardware issues.
- Identifies quality and reliability issues in systems they maintain.
- Experience with distributed system debugging and incident response tasks.
- Assists new hires with set-up, IT tools, and best practices.
- Supports the business with integration and provisioning ensuring best practices are followed.
- Assists in identifying, defining, and documenting best practices for system installation, configuration, troubleshooting, and monitoring.
- Seeks input from teammates and outside experts on systems and feature design.
- Identifies key gaps in automation and tooling functionality that will drive significant improvement in systems.
- Executes on key deliverables for the business that require off-hour support or tasks.
- Assembles workstations including mechanical standing desks.
- Unboxes and organizes inventory items.
- Receives and organizes inventory while maintaining inventory tracking system.
- Installs IT equipment inclusive of TVs.
- Maintains a clean & safe work environment.
- Supports new hires and more junior team members with development to become more proficient over time.
Required Skills:
- Knowledge of Intune and JAMF administration.
- Knowledge of Azure active directory.
- Experience with Microsoft Windows operating systems, Microsoft Office Products, and MAC.
- Basic understanding with multiple Linux distributions and comfortable with command line & scripting experience.
- Basic understanding with networks, firewalls/security, and operating systems.
- Ability to lift 50 pounds safely.
- Self-motivated and Self-organized.
- Basic mechanical aptitude.
- Ability to troubleshoot first tier computer hardware and software issues.
- Strong computer skills, including proficiency in Microsoft Office.
- Excellent attention to detail and strong documentation skills.
- Outstanding verbal and written communication skills.
- Strong organizational and interpersonal skills.
- Exceptional problem-solving abilities.
- Collaborates well with other teams.
Education & Experience:
- Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support.
- 3+ years of relevant experience.