IT Support Specialist I

Job Summary: 

Under general supervision, the Enterprise IT Support I associate will perform a variety of tasks related to supporting and maintaining end-user devices including Windows/MacOS laptops, desktops, network/local printers and other related hardware peripherals. This includes performing a variety of maintenance tasks such as installing software, installing and moving workstations, and other general IT maintenance tasks. Tasks related to troubleshooting end-user devices, software problems, network issues, and other common troubleshooting methods will also be performed. The daily use of a ticket management system as well as performing project based work will guide most daily tasks. Teamwork is key to this position, so mentoring, assisting, and training with team members will be vital to ensure that company standards, policy, and procedures are followed while meeting documented SLA’s.

Job Expectations:

• Address incoming incidents and requests from end-users via a ticket management system, chat, and e-mail in a courteous and professional manner

• Coordinate with and escalate issues to other IT groups as needed 

• Provide end-user support to on-site users and users working from home

• Provide support to Google G-Suite based applications including Gmail, Drive, Calendar, Hangouts Chat, Meet, Voice, and others

• Maintain accurate IT hardware inventory and perform audits as needed to support the IT lifecycle process

• Troubleshoot common network problems and coordinate with the network team as needed

• Work directly with other groups in the IT Organization to ensure quick resolutions to issues

• Investigate user issues and identify their source, test and implement best solution

• Utilize the team’s documentation to ensure adherence to set standards. Also modify and develop documentation as needed

• Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

   Required:

• Ability to communicate technical information to nontechnical team members

• Ability to install, configure and maintain computers, networks and related hardware and software

• Ability to identify and resolve computer system malfunctions and operations issues

• Skill in organizing resources and establishing priorities

• Excellent verbal and written communication skills

• Ability to learn and support new systems and applications

Experience Requirements:

• Proven work experience as a desktop support engineer or support technician. Responding to JIRA support requests.

• Advanced knowledge of patch management and software distribution

• At least 4 years of experience supporting MAC OS in IT Infrastructure function with JAMF.

• At least 4 years of experience supporting Windows; Image, Test, install and set up application programs on user endpoints.

• Execute plans and implement technical infrastructure projects to refresh supported systems.

• Experience in Scripting -Bash, and PowerShell

Education Requirements:

Associates degree in a technical field or equivalent work experience offering IT support.

Judgment/Reasoning Ability:  Ability to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is required to sit, stand, walk, reach, bend and move about the facility. Ability to reach with hands and arms and occasionally lift and/or move up to 50 pounds.

Work Environment:  

The noise in the work environment is usually moderate.  Other factors are:

• Professional, yet casual work environment

• Office environment

• Hectic, fast-paced with multi-level distractions

• Ability to work extended hours as required

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