Description

IT Support Specialist
Full-time, weekday shifts, occasional evening, night, and weekends support for emergent needs. 

Position Summary

The IT Support Specialist is a team player with the desire to learn and help the company succeed.  Their primary role is to provide first-level response and support to company’s end users.  The IT Support Specialist has contact with employees, management, community members, and vendors.  Must be able to work both independently and in team environments. 

Primary Responsibilities

• Provides critical first-level response for all technology related issues.
• Processes all incoming requests via email, web, and phone to ensure courteous, timely, and effective resolution of end user issues.    
• Provides hands-on technical support for end users.
• Responds to a variety of technical issues related to hardware, software, and business processes.
• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems.
• Documents and tracks status of inquiries; coordinates appropriate response and follows up to ensure end user satisfaction.
• Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems.
• Performs entry level system administrator functions.
• Installs various cabling through building infrastructure.

Other Duties

• Provides administration of all client systems and software including computers, printers, mobile devices, operating systems, applications, etc.  
• Provides ticket escalation management of all incoming service requests.    
• Provides support and management of help desk application including ticket tracking, ticket escalation, knowledge base development, knowledge base management, and technical support related to help desk application.
• Develops and maintains OS images.
• Maintains and updates system inventory for company systems. 
• Maintains and supports printer environment.  
• Develops and maintains end-user documentation.
• Supports and maintains server room environment.
• Assists in product evaluations.
• Assists in end-user education.

Requirements

Qualifications

A bachelor's degree in a related field is preferred, though experience and certifications may be accepted.

Technical Skills: Essential technical skills include proficiency in troubleshooting, knowledge of operating systems and networking concepts, and experience with remote access tools and ticketing systems. Familiarity with common business software and an understanding of cybersecurity are also important.

Soft Skills: Strong communication, problem-solving, and interpersonal skills are crucial. Patience, a customer-focused attitude, and the ability to work both independently and in a team are also necessary. Good organizational and time management skills.

Experience preferred with Microsoft Office, Adobe Software, Windows Desktop and Server Operating Systems, Microsoft Active Directory, Systems Imaging Software and Exchange/Outlook.  Demonstrated ability to troubleshoot and repair IT systems and software required.

Some travel is required to meet the needs of multiple locations served. 

Summary

Compensation and Benefits
We are offering a competitive starting wage, with credit for experience. Benefits include health, dental, vision, and life insurance; paid time off (PTO); paid holidays; extended sick leave; 401(k) with match; discount policy; flexible benefits accounts; and more!