IT Support Specialist

POSITION SUMMARY

This position will provide technical assistance and support to our employees, which will include handling daily support requests, troubleshooting, installing, and maintaining PCs and associated software, hardware, mobile devices, and peripherals, and assisting with larger IT projects. The individual in this position must possess excellent customer service and communication skills, be self-motivated, and thrive in a fast-paced environment. Reports to Director, IT.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-line, in-person, telephone, and remote IT support to employees. Diagnose and resolve technical problems related to computer systems, hardware, and software. Escalate issues as required to IT staff.
• Manage user requests using help desk ticket system.
• Install, configure, and update software applications and operating systems. Set up and maintain hardware components, including desktops, laptops, mobile devices, printers, and other peripherals.
• Respond to user inquiries regarding computer and mobile device hardware and software operation and use. Conduct training sessions and create documentation to empower users to troubleshoot common issues independently.
• Off-hours, on call support on a rotational basis.
• Observe and promote Company standards and policies on safety, quality, and productivity.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

REQUIRED EDUCATION AND EXPERIENCE (one or more of the following):

• High School diploma, or GED.
• Strong knowledge of Microsoft Windows 10/11 and Microsoft 365 environment.
• Proficient in troubleshooting hardware and software issues.
• Understanding of Remote Desktop Services and Active Directory.
• Knowledge of Apple iPhone devices and operating system.
• 2+ years of previous experience with troubleshooting computer and network problems

PREFERRED EDUCATION AND EXPERIENCE

• Coursework or degree in Computer Science desired.

REQUIRED KNOWLEDGE, SKILLS AND COMPETENCIES

• Strong customer service and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Ability to perform responsibilities in a professional and ethical manner.
• Strong problem solving and time management skills.
• Ability to work in a fast-paced environment.
• Ability to quickly learn and develop new skills and expertise.
• Discretion and confidentiality required.

SUPERVISORY RESPONSIBILITY

None

WORK ENVIRONMENT

The work is performed in an office environment.

The work environment characteristics described here are representative of those an individual will encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

PHYSICAL AND MENTAL DEMANDS

The physical and mental requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The position requires occasional and regular lifting up to 50 pounds while frequently handling, carrying, moving, or lifting of items while performing essentials functions of the job. Lifting known to be or otherwise marked as multiple person lift must be coordinated as such.

While performing the duties of this position, the employee is regularly required to sit; use hands and fingers to key, handle or feel; talk or speak; hear, and stand. The employee is occasionally required to stoop, kneel or crouch; bend; reach with hands and arms; and walk. Vision abilities required to perform this job include close vision.

TRAVEL REQUIREMENTS

The position requires little travel (less than 10% of the time).

Equal Opportunity Employer/Vet/Disabled.