Job Title: IT Support Specialist

Reports To: IT Manager

Responsibilities and Essential Functions:

• Provide prompt and accurate technical support, ensuring a high level of customer satisfaction
• Perform deskside and remote Windows 10 workstation support in a networked office environment
• Support MS Office 365 and Outlook configuration and troubleshooting
• Install and configure software
• Provide new user set up for new and transferred employees
• Responsible for printer and network file share configuration and troubleshooting
• Peripheral installations
• Configuration and troubleshooting of equipment
• Supporting employee iPhone and Android cell phones and associated applications.
• Assist employees on computer/user moves, adds, and changes
• Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities
• Escalating problems as required
• Accurately and effectively resolve and close assigned trouble tickets in accordance with SLA requirements
• Other tasks as requested by manager

Additional:

• Occasional travel will be required to the surrounding area (day trips). Overnight trips are rare and infrequent but are occasionally necessary.

Skills/Experience:

• 1-3 years’ prior experience providing customer support for Windows 10 and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting
• 2 years’ prior experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as TrackIt) and the ability to track and document actions taken
• REQUIRES outstanding customer service skills
• REQUIRES strong oral skills
• REQUIRES outstanding documentation ability
• Excellent interpersonal skills
• Successfully demonstrate the ability to work independently with minimal supervision
• Proven record of diagnosing and troubleshooting workstation, application, peripheral, TCP/IP, and/or printer problems
• Exhibit strong organizational skills and the ability to follow documentation procedures for daily tasks
• Able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers
• The physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements:

• Bachelor’s degree in related technical field or equivalent experience (minimum five years)

Above job responsibilities are intended to describe the general level of work performed by an individual in this position. Listed responsibilities are not intended to be construed as an exhaustive list of responsibilities, duties and skills required for this position.