IT Support Specialist (Information Technology Support Specialist)

VETERANS PREFERENCE

Seeking an IT Support Specialist II position on the Technology Team in Orlando, FL. This role focuses on providing support primarily for Tier 2 tickets and serving as backup for Tier 1 issues. Key responsibilities include project work related to new technology implementation, remote and in-person desktop support, excellent customer service, installation and configuration of new hardware, system administration tasks, documentation creation, vendor coordination, and regular communication with project participants and department leadership. This position emphasizes professional communication and adherence to policies.

Key Duties.

• Provide support to end users primarily on Tier 2 tickets and be a backup for Tier 1 issues.
• Project work related to the implementation of new technology tools.
• Provide end-user desktop support via remote support tools or in person visits
• Provide excellent customer service by communicating professionally and effectively with users to understand their issues, provide updates on ticket status, and verify their concerns are addressed promptly.
• Install and configure new computers, monitors, and printers.
• Assist with system administration tasks, including server upgrades, updates, patches, deployments, architecture review / design and general best practices
• Create clear, concise process and system diagrams and other supporting documentation
• Coordinate with vendors to execute software and firmware upgrades
• Attend meetings as required and provides regular and accurate status information to project participants/department leadership -follow management guidance and adherence to policies
• Assist with other projects and tasks as required
• Identify issues requiring escalated support and route to the appropriate team or leadership.
• Identify recurring or unique issues, develop solutions, and verify successful implementation.
• Document and/or update documentation for identified issues, solutions, and procedures.
• Train and/or mentor junior team members. Share knowledge and best practices.
• Actively participate in team meetings and feedback sessions.
  
  

Qualification Requirements

General.

To perform this job successfully, an individual must be able to perform each key duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience And Skills.

• 5 years of technical experience working with hardware/software
• Bachelor's degree or Equivalent Experience
• Experience working in windows and virtualized environments
• Ability to utilize an ITSM system for change and incident management
• Microsoft training and related certifications are a plus
• Strong interpersonal, organizational and customer service skills
• Ability to work flexible/extended hours when requested or participate in an on-call schedule
• Able to work both independently and effectively with remote team members as necessary
• Willingness to share knowledge and help cross-train peers
• Ability to manage multiple projects and own tasks concurrently
• Preferred knowledge of Windows Server, server hardware, domain administration, network troubleshooting, storage, switches, routers, firewalls, access points, videoconferencing, printers, copiers, smartphones, VoIP, LAN, WAN, Active Directory, DHCP, DNS, SharePoint, Office 365, antivirus, spyware removal, and backup/restore processes
  
  

Physical Demands.

The following physical demands are representative to successfully perform the essential functions of this job:

• Travel to locations to assist users or deploy systems as needed
• Frequent ability to sit for prolonged periods of time;
• Ability to drive a company vehicle for various recruiting events.
• Frequent ability to talk and hear, both in person and by telephone;
• Frequent ability to operate standard office equipment, using hand and arm dexterity;
• Frequent ability to navigate through office environment, including periodic use of stairs and/or elevator, as needed;
• Infrequent ability to lift general office documents and materials, up to 10 pounds;
• Frequent vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus.
  
  

Work Environment.

The work environment characteristics described below are representative of those that an IT Support Specialist encounters while performing the essential functions of this job.

• Work generally is performed in an office environment, although periodic visits to construction sites and manufacturing facilities may be required.
• Noise level in the typical office work environment is quiet.
  
  

Company Benefits.

Company Paid Basic Life Insurance

Company Paid Long Term Disability Policy

Company Paid Vacation and Holiday Pay

Company Paid Parental Leave

Company Paid Maternity Leave

Company Paid Employee/Family Assistance Program (EAP)

Voluntary Medical and VisionInsurance

Voluntary Dental Insurance

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