IT Support Specialist

The IT Support Specialist is responsible for providing staff support with desktops, laptops, mobile devices, printers, software, and other related technology. Support includes specifications, installation, and testing of computer systems within established guidelines.

Responsibilities:

• Assist staff with the installation, configuration and ongoing usability of devices and software.

• Update and configure devices with Mobile Device Management (MDM) solutions, preferably Microsoft Intune.

• Perform regular maintenance on computers and mobile devices.

• Setup, configure, and maintain cloud-based Windows and Linux computers.

• Responsible for a variety of recovery tasks (e.g., installing and testing replacement hardware and software, while keeping users apprised of work status).

• Solve technical problems with internal and external clients quickly, effectively, accurately, and professionally.

• Monitor and prioritize incoming support tickets, ensuring timely response and resolution.

• Ensure computers interconnect seamlessly with diverse systems including associate validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

• Works with procurement staff to purchase hardware and software.

• Assess functional needs to determine specifications for above mentioned purchases.

• Train and document processes for users on how to use new hardware and software; use new features of existing software, etc.

• Maintain VoIP telephone system.

• Update, maintain, and query information in various databases.

Minimum Qualifications:

• Associates and/or bachelor's degree preferred

• Minimum 5 years of experience supporting Windows, Linux, and Mac OS X.

• Familiarity with iOS and Android mobile devices, including configuration, troubleshooting, and support.

• Familiarity with Microsoft Azure and Microsoft Entra (formerly Azure Active Directory) for identity and access management.

• Experience with Microsoft Office Suite.

• Experience installing software, patches, updates on desktops, laptops, and servers.

• Experience with maintaining backups and basic network security.

• Experience troubleshooting basic network, software, printing problems

Behavioral Requirements:

• Excellent organizational skills and time-management skills.

• Works well in high-pressure situations (e.g., computer or system shutdowns).

• Excellent written and verbal communication and presentation skills.

• Experience in customer service and the ability to communicate technical concepts to nontechnical users.

• Strong interpersonal skills and high attention to details.

• Ability to be self-motivated and to perform duties independently.

• Sufficient schedule flexibility to manage priority events of the company.

• Proven ability to learn new and navigate software programs.

• Strong willingness to continuously learn, grow, and expand technical skills to keep pace with evolving technologies and organizational needs.

• Willingness to assist with tasks outside of assigned responsibilities, demonstrating flexibility and a team-first attitude to support overall organizational success.

Physical Demands & Working Conditions:

• Sitting/Standing/Flexibility: Ability to stand and sit for 8 or more hours when in an office environment.

• Speech/Reading: Ability to speak, read, and write English proficiently and deliver a variety of instructions furnished in written, verbal, diagram, or schedule form.

• Lifting: Ability to lift items weighing up to 50 pounds.

• Vision/Hearing: Ability to understand a variety of instructions furnished in written, verbal, diagram, or schedule form.

• Safety: Ability to understand and communicate safety precautions when necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Helios HVAC/R Services LLC determines compensation based on the cost of labor across several US geographic markets. The base pay for this position ranges from $25-$35 hour. Pay is based on a number of factors including market location, job-related knowledge, skills, and experience.

• Helios is an equal opportunity employer. The company provides equal opportunity to qualified persons without regard to race, color, creed, religion, sex, national origin, age, disability, medical condition, genetic characteristics, veteran status, citizenship, ancestry, marital status, gender, or any other characteristic protected by federal, state, or local law. This nondiscrimination policy extends to all terms, conditions, and privileges of employment.

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