IT Support Specialist I

SUMMARY OBJECTIVE :

Maintain a reliable technology environment by resolving escalated clients' calls with a high level of customer satisfaction. Setup and maintain IT hardware and software according to established procedures.

DUTIES :

1. The IT Support area is the main client contact point for IT-related issues. (IT hardware, software, applications, telephones, etc.) This position is responsible for resolving escalated client calls. Backup Help Desk Specialist positions when staffing shortages arise or as needed.

2. Keep track of incoming requests within the incident management ticketing system. Enter the important details including steps to resolve the issue accurately and in a timely manner based on the standard SLAs. Assign tickets to the appropriate support operator when necessary. Enter on-call tickets coming from e-mail, telephone, in-person, and chat. Acts as a key escalation point for issues from the Help Desk. Function as a liaison between the client, IT Support Team and Network / Voice Team, and application administrators to determine who has the expertise to handle higher-level issues. Recognize more serious situations and alert the appropriate administrator(s) of the issues that warrant immediate attention and alert the other clients of serious problems.

3. Assist in ensuring that all IT assets within the network are patched. Supporting the management and troubleshooting of patch deployments for Microsoft Operating systems, Microsoft Office and Third-Party applications using the automated patch management system and vulnerability management system(s). The technician will document and follow the applicable ticketing and change management procedure in the incident management platform for all issues related to patching and vulnerability management. Technicians will participate in vulnerability management team exercises and initiatives and aid in resolving vulnerabilities related to workstation hardware and / or software.

4. Configuring new and repurposed IT equipment in accordance with the established PC configuration requirements. Provide high-level customer service when deploying all IT equipment to an end-user following the installation procedure. Adhere to policies and procedures regarding IT hardware and software.

5. Responsible for maintaining hardware and software inventory to support the annual IT hardware inventory audit. Track newly received and returned equipment, updating the hardware inventory management system in ordinance with IT procedures.

6. Act as a backup for account management in accordance with established policies, procedures, and IT controls. Ensure that all employee access requests are completed accurately and on time.

7. Create, update and publish documentation following the applicable IT controls and standards. Propose new documentation based on the resolution of IT related issues

8. On a quarterly basis or as needed, work with the proper departmental resources following established procedures to properly dispose of obsolete equipment and to prevent the loss of data.

9. Maintain and routinely test the IT equipment installed at the BC / DR Sites. Provide technical assistance for departmental Disaster Recovery tests as necessary.

10. Act as part of the "After hours" on call support team including response to system notifications and incidents. Being part of the on-call rotation requires documentation of calls and emails received with details of the resolution in the ticketing system.

11. Continue to keep current and enhance knowledge of computer hardware and software through courses, certifications, or continuing education.

12. Maintain a good working relationship with Company employees. Demonstrate strong interpersonal skills with the ability to work independently and motivated to work as a team player to contribute to the success of the department and in turn, the organization.

13. Perform all other duties as assigned.

14. Follow the core principles representing the ideal behaviors that will guide the IT Team to success : 1.) Respect Others, 2.) Give Your Best, 3.) Be Accountable, 4.) Communicate Transparently and Effectively, 5.) Inquire and Provide Honest Feedback, 6.) Be Fiscally Responsible, and 7.) Commit to a Lifetime of learning.

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.

SUPERVISORY RESPONSIBILITY :

This position requires no supervision of employees.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

PHYSICAL DEMANDS :

The employee is frequently required to : 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing - perceiving the nature of sounds at normal speaking levels with / without correction. Ability to receive detailed information through oral communication and make the discrimination in sound; 4) Specific vision abilities required by this job include : viewing a computer monitor; extensive reading.

Sedentary work may require occasionally lifting of up to 10 pounds and / or move up to 25 pounds. This work involves sitting most of the time, walking and sitting.

TRAVEL :

Moderate travel is required for this position.

COMPENTENCIES :

1. Strong Communication Proficiency

2. Technology Savvy

3. Customer / Client Focus

4. Deadline Oriented

5. Analytical Skills

6. Interpersonal Skills

7. Ethical Conduct

EDUCATION, TRAINING, AND EXPERIENCE :

An associate degree in an Information-related field with at least 3 years of IT-related experience is preferred. A practical knowledge of mobile and PC operating and application systems with an understanding of network topologies is required. A proven ability to diagnose and correct operating system and application problems. Strong interpersonal, analytical, and communication skills are required.

Professional demeanor with clear and direct communication skills. Self-motivated and results oriented. Ability to thrive under pressure and deliver effectively in a fast-paced environment. Ability to manage multiple priorities effectively and consistently.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.