What are the responsibilities and job description for the Information Technology Support Specialist position at Astreya?
What this Job Entails:
The IT Support Analyst will help in resolving a variety of technical problems. As a member of our IT team you will be responsible for keeping our client's employees productive and secure by providing world class technology support.
Scope:
- Works on assignments that are moderately difficult, requiring judgment in resolving issues
- Requires some instruction on new assignments and infrequent checks on daily work
Your Roles and Responsibilities:
- Install, upgrade, and support all company desktops/laptops, printers, and other end-user tech in a primarily Apple environment.
- Provide remote IT support to all employees for a wide range of operational tasks, including password resets, access requests, and application support, via Slack, Jira, or email.
- Provide in-person IT support at our client's Denver City location.
- Troubleshoot network connectivity in a LAN/WAN environment and configure end-user devices.
- Assist with the setup, maintenance, and troubleshooting of Zoom rooms to ensure stability during meetings and presentations.
- Configure and manage AV and video conference technology such as Zoom, Chrome Signage, and Envoy, including setup for company all-hands meetings.
- Onboard and train new employees on IT applications and security practices.
- Set up, track, and manage all assigned issues in Jira Service Desk.
- Administer cloud services such as G Suite, Slack, Okta, Duo Security, Jira, Office365, and others.
- Manage and troubleshoot the VOIP telephone system.
- Maintain a well-organized inventory and storage system for all IT hardware and software assets.
- Ensure all client machines meet security protocol standards.
- Respond to and resolve user-reported issues in a timely and efficient manner.
- Troubleshoot and resolve basic networking and connectivity issues.
- Escalate complex technical problems to higher-level support teams as necessary.
- Contribute to the creation and maintenance of IT documentation and knowledge base articles.
- Stay up-to-date with the latest technology trends and best practices to provide excellent service.
Required Qualifications/Skills:
- Associate's degree (A.A) or equivalent from two-year college or technical school and 3 to 5 years’ related experience and/or training; or equivalent combination of education and experience
- G-suite Administration experience
- Simple MDM Experience
- Experience supporting Slack
- Experience supporting and using Okta in an enterprise environment
- Familiarity with Zoom Zoom/conference room experience
- Atlassian (JIRA/Confluence) experience
- Experience with documentation of repeatable processes
- Familiarity with desktop and server operating systems
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to present ideas in a user-friendly manner
- Analytical and problem solving abilities
- Exceptional customer service orientation
Preferred Qualifications:
- Salesforce administration experience
- Knowledge of various operating systems and databases
- Knowledge of various programming languages
Physical Demand & Work Environment:
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Must have the ability to communicate effectively
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers