Seasonal IT Support Specialist

This position is an on-site seasonal part-time position. The hours will be 8am-5pm, 2-3 days per week. 

JOB SUMMARY:   The IT support specialist, under the general direction of Systems Administrator Cybersecurity Analyst and Systems Administrator II, will be responsible for administering, monitoring, and supporting the hardware platforms, operating systems, networks, and their related products and technologies. This position will ensure high system uptime and availability standards, establishing documentation, standards, best practices, procedures, processes, and guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Serve as a first-level escalation point for Technical Services for user-reported issues.
• Manage problems and request ticketing promptly and effectively while providing an excellent customer support experience.
• Set up, maintain, and support all computer systems, including PCs, printers, and copier terminals. Includes VDI, remote employees, and branch locations in the US and Canada. 
• Respond to alert and outage escalation events as required.
• Provides off-hours maintenance and emergency service support as needed.
• Experience working on problems of basic to moderate scope where analysis of situations or data requires a review of a variety of factors.
• Communicate effectively with users at all levels of the organization in the use and troubleshooting of technology and related incidents.
• Appropriately prioritize work, work with limited or no supervision, and follow prescribed standards and policies, including change management procedures.
• Progressively developing expertise, applying operational policies and procedures to resolve a variety of issues.
• Understands Microsoft client technologies, including Windows, Office 365, Server OS, and Active Directory.
• Ability to perform workstation imaging and troubleshooting.
• Develop approved PowerShell scripts to automate routine, repetitive tasks and deployments.
• Work with and support several technologies including but not limited to O365, Gsuite, Vmware, Veeam, SQL, HyperV, Premisys, Shadowprotect, and Charter hosted voice.
• Work with and support hardware from vendors including but not limited to: Dell, HP Enterprise, Sonicwall, Netgear, Cisco, Motorola, Zebra, Polycom, Samsung, and Apple.
• Works as part of a team to implement major infrastructure projects.
• Provide appropriate documentation and knowledge transfer to all supported individuals or organizations.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

Maintain security and integrity of all infrastructure elements and ensure all security processes, procedures, and standards are properly implemented.

MANAGEMENT SYSTEM (IMS) RESPONSIBILITIES:

• Improve work processes.
• Provide input and verify that documented procedures are adequate and accurate and in support of the achievement of the strategy.
• Understand the IMS policy and how it applies.
• Keep records and data on pertinent business outcomes.
• Participate in internal audits.
• Participate in ongoing process improvement.
• Participate in external registration and surveillance audits.
• Directly support methods and practices of the IMS Process through personal compliance and visible support actions.
• Support CSR activities.

DESIRED MINIMUM QUALIFICATIONS:

Education and Experience:

1. A minimum of 1 to 3 years in computer systems support with knowledge of telecommunications equipment.
2. Associate degree preferred (minimal).
3. Related Certifications are highly preferred.

Necessary Knowledge, Skills, and Abilities:

1. Knowledge of personal computers and software applications is a must.
2. Background in networking and mainframe communications is a plus.
3. Excellent communication skills (written, oral, and listening) are required.  

TOOLS AND EQUIPMENT USED:  

PCs, Cell Phones, Servers, Network Equipment, and Tools are typically needed to build, maintain, and support IT systems.

PHYSICAL DEMANDS:

1. Equal amounts of sitting and standing.
2. Working in computer terminals or PCs, including wiring, lifting, and moving computer terminals, printers, and PCs.
3. Occasional work on a lift or ladder may be required for network operations

WORK ENVIRONMENT:  

Typical office environment and mostly at a workstation. Part of the time will be spent working in offices and factory locations supporting the IT environment.

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The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements or duties does not exclude them from the position if the work is similar, related, or a logical assignment.  The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.