Overview

Job Title: IT Specialist IILocation: Irving, TXFLSA Status: Non-ExemptReports to: IT Operations Manager

OverviewThe IT Specialist II ensures proper computer, software, and network operation so that end users can accomplish appropriate business tasks for all business units. This position assists customers by taking service desk calls on a shift basis and provides support, training, and access management as needed. They are also responsible for the build, deployment, effective maintenance, and tracking of all IT equipment. The IT Specialist II assists in the development of strategies and plans to create technology solutions that are in alignment with business operations. They possess excellent interpersonal and communication skills, both oral and written; able to articulate ideas to both technical and non-technical audiences.

Responsibilities

• New user equipment and account setup, including deployment and license management.
• Train end users in the use of equipment and software
• Actively diagnose and respond to support tickets, incoming calls, emails, and walk-up requests. Track and monitor the problem to ensure a timely resolution and follow-up.
• Provide both in-person support and support for remote workers.
• Support Apple products such as
• Support Microsoft products such as Windows, Office, Office365, and other cloud-based applications and support various vendor applications as needed.
• Support Apple hardware and software to diagnose and resolve issues with desktops, laptops, portable Macintosh systems, and mobile devices.
• Configure and support iPhone and iPad devices.
• Assist staff by providing audio/video conference support for presentations and meetings.
• Provide direct support of cyber security practices maintaining anti-malware, threat management, vulnerability management and anti-phishing technologies.
• Interact with vendors to facilitate repairs of hardware, i.e., printers and laptops.
• Manage inventory of hardware and software assets
• Support development and implementation of new computer projects and new hardware installations as well as software rollouts.
• Perform system administration for various enterprise tools and platforms.
• Perform hardware and software system configuration, maintenance, and upgrades.
• Manage projects of moderate scope, such as: design and implementation, system migrations, and MDM deployments.
• Evaluate products and IT processes and then recommend changes.
• Document IT processes, workflows, and produce system documentation as needed.
• Occasional travel to branch office locations may be required.

Qualifications

• Minimum 2 years of experience in an IT services support role
• Associate degree preferred
• MacOS experience required
• iOS experience preferred
• InTune experience preferred
• Microsoft (MCP) Certification and/or ITIL (fundamentals level) preferred
• Familiarity with PowerShell required
• Office 365 administration preferred
• Azure and Windows Server experience preferred
• MSP experience preferred
• Knowledge of TCP/IP - LAN, WAN, wLAN and vLAN technologies
• Knowledge of MS Active Directory infrastructure
• Familiarity with IP Telephony and cell phone technology
• Excellent analytic and problem-solving skills
• Capable of working independently with minimal supervision