Job description

Summary of Position:

The IT Support Specialist works with information systems, telecommunications and directs, develops and distributes IT information. This position troubleshoots hardware and software configurations to resolve issues ensuring maximum efficiency of staff. This position is responsible for providing customer support services, to include: configurations, troubleshooting, customer assistance and training in response to employee needs.

Responsible for purchasing and tracking hardware inventory. Troubleshoots computer hardware, software applications, telecommunications devices and provides training and customer service support. Assists the end users in solving specific problems. Adds new employees and remove terminated employees from client software. Set up new employees with hardware assets in accordance with their job duties and responsibilities. Maintains the corporate file structure (i.e. SharePoint) as directed. Sets up and ships computers to users. Asset tracking and documentation of computers, telecommunications, and networking equipment (IT specific). Managed corporate software licenses including but not limited to Adobe and Go To Meeting. Manages company web site to keep information up to date and provide accurate information. Work with internal staff and consultants to establish policies and documentation in pursuit of CMMC compliance. Assist with IT projects and other duties as assigned.

Key Responsibilities:

• Provide end user support via the IT Service Management System by processing trouble ticket activity and work orders as required. Log all calls and resolutions and respond to all help desk calls in a timely manner.
• Serve as the initial point of contact for troubleshooting hardware and software issues.
• Provide direct support service, repairs and maintenance of computer hardware and peripheral equipment. Install new software releases, system upgrades, evaluate and install patches and resolve software related problems.
• Manage and deploy computer baseline image for end users.
• Maintain up-to-date virus protection on desktop and laptop computers.
• Troubleshoot basic network connectivity issue, monitor network services and infrastructure, and respond to network emergencies.
• Manage Microsoft Active Directory User and Computer accounts and password administration. Create and maintain network users, directories, and security by conforming to established guidelines.
• Maintain end-user training documentation and Service Management knowledge base articles.
• Provide downtime communications.

Essential Duties and Responsibilities:

• Complete necessary internal and client related documentation as required on a daily basis.
• Install/configure/repair network and local printers.
• Train clients on basic computer knowledge.
• Have an understanding of remote control tools
• Relaying technical network knowledge to understand and troubleshoot incidents
• Providing assistance concerning Desktop Services, Fortinet, networking, and physical layer maintenance of telecom rooms
• Providing exceptional customer service and technical expertise in deskside environments
• Providing day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
• Determining root causes of incidents and documenting resolutions
• Making recommendations and defining action plans
• Maintain client documentation
• Maintain security and privacy levels regarding customer data and corporate policies
• Mentoring and providing guidance to peers by sharing best practice knowledge and lessons learned
• Resident support for internet connectivity, VoIP phones, and basic device support

Skills and Qualifications:

• Associate’s Degree; Bachelor’s Degree in Computer Science or related field; and/or equivalent IT work experience.
• Proven experience installing software, security patches, and updates on PC’s.
• Ability to configure and deploy PC’s and peripheral devices.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint.
• Experience in Microsoft SharePoint design, implementation, and maintenance
• Strong understanding of Servers, PC/Mac/ Firewalls, Switches, and Routers function on a network
• Track record of integrity and trustworthiness with confidential/sensitive information.
• Ability to communicate effectively with customers, internal technology teams and end-users.
• Ability to multitask based on priority, customer focused and detail oriented.
• Ability to work independently with little supervision required.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
• Excellent ability to multi-task, prioritize and problem-solve in a busy, fast-paced environment.
• Excellent written and verbal communication skills.
• Some travel will be required

Preferred:

• CompTIA A+ certification is a plus.
• Certification in Server + or Network+
• Certification in Microsoft MCP, MCSA, MCSE
• Certification in Dell Hardware
• Certification in HP Hardware
• Microsoft GCC Systems

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person

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