The responsibilities of this position include, but are not limited to, providing critical support to end users and leadership. The IT Specialist will collaborate with other members of the ITC team to ensure that the technology and support needs are met.

Responsibilities will also include, but are not limited to, the following:

• Represent highest standards of IT Support by delivering VIP customer experience to designated end users,
• Provide day-to-day support on a variety of technology issues covering problem isolation and resolution of all end-user IT related matters,
• Support deployment, maintenance and upgrade/patching of end-point devices (laptops, mobile devices, etc.),
• Support deployment, maintenance, and upgrade/patching of Windows desktop operating systems and its corresponding tools and service applications,
• Support deployment and configuration of user applications both locally installed and cloud-based,
• As requested, support of network and connectivity services (Wi-Fi, VPN),
• Design, setup, and support of all executive leadership IT requirements for meetings,
• Logging of requests and support calls into the Service Management tool, escalating where appropriate,
• As a single point of contact for VIP incident and request resolution, act as liaison between ITC and the executive staff and administrators, coordinating with other resolver group to ensure the reported incident are resolved/escalating as required,
• Follow established processes and procedures, documenting work performed, including steps to resolve issues, at all times within ticketing systems for audit and/or knowledge-based purposes,
• Report any suggestions that may improve processes or enable more efficient support to supervisor,
• Required to have prompt, regular attendance in-person and be available to work on-site, in-person during regular business hours. May be infrequently needed as on-call for off-hours request,
• Perform other duties as assigned by an appropriate administrator or their representative.

Skills/Knowledge:

• Advanced understanding of technology hardware, including laptops, mobile phones and tablets, printers, projectors/Audio Video systems required,
• Advanced knowledge of Windows operating system required,
• Working knowledge of productivity and collaborative software including Office 365, Teams and SharePoint,
•  Experience in leveraging tools and systems integral to the support of the organization, to include but not limited to remote management tools (LogMeIn, Ivanti), monitoring and performance troubleshooting tools (NexThink), ITSM tools (ServiceNow) preferred,
• Experience in Active Directory services, account creation/management experience required.

Education/Experience:

• BS or BA in Computer Science, Information Systems, or demonstrated equivalent experience.
• 3 years equivalent high-touch/high-priority experience required.
• 5 years of end user support experience required.
• Must have proven ability to realign priorities rapidly to meet changing business requirements.
• Strong written, oral and interpersonal communication skills are required.
• Demonstrated ability in staying abreast of technical developments in the industry and aligning them with department objectives.
• Organizational "Fit" Considerations: The candidate must be flexible to take on different tasks at short notice and have the ability to function in cross-functional team setup that consists of different disciplines. Prospective candidate must be able to work in a fast-paced environment.