What are the responsibilities and job description for the Information Technology (IT) Support Specialist position at Eventide?
Serve as initial primary point of contact for Eventide staff by receiving calls and help desk tickets. Resolve issues and provide front line support and best possible customer service in a timely manner. Work with IT staff in maintaining network hardware, software and workstations as well as telephone and mobile devices.
ESSENTIAL FUNCTIONS:
- Maintain Helpdesk system and be primary point of contact for helpdesk tickets, and phone requests.
- Travel to sites and perform on-site maintenance.
- Set up, maintain, and troubleshoot desktop, notebook computers, and telephones, printers, mobile devices.
- Install and configure software in accordance with department policies and procedures.
- Maintain software and hardware inventory.
- Help maintain network security across organization.
- Complete and maintain project work as assigned.
- Provide updates to internal customers on solutions and manage expectations and timing of resolution as needed. Work closely with employees at all levels of the organization when responding to issues.
- Coordinate with outside vendors as needed.
- Prepares and maintains appropriate written documentation for systems, infrastructure, maintenance logs and procedures.
- Be a part of a rotating on-call schedule.
- Available for after hours or emergency assistance based on need.
EDUCATION AND EXPERIENCE:
- Associate Degree or formal education in systems administration (technology) preferred or work equivalent.
- Windows Active Directory experience preferred.
- Experience managing and maintaining workstations running Microsoft Office, Windows virtual server environment, including virtual desktop environment and SharePoint preferred.