IT Support Specialist

The main goals of the IT Support Specialist position are to provide efficient and effective support creating a durable and sustainable environment based on industry best standards while maintaining a leading edge in technology. The right person will need the ability to multitask in a fast-paced environment, reacting promptly to issues with expedient problem-resolution and learn new technology quickly. Core knowledge of PC hardware, VOIP, LAN/WAN networking, monitoring alerts/alarms, application support, deciphering risk, and contingency planning for backup and disaster recovery.

Essential Functions

Helpdesk

• Ticketing
• Troubleshooting
• Customer Service
• Effective Communication
• Documentation, FAQs, How Tos

PC Setup/Installs

• Laptops, Desktops, Production Workstations
• Windows 7, 10
• Virus Prevention/Detection - Avast Anti-Virus, Anti-Malware, Ransomware
• Windows Updates, Patching
• Rollouts, Standardization
• Backups, Imaging
• Repairing/Rebuilding

Desktop Software

• Office 365 — Word, Excel, Visio, Outlook, OneNote, Teams, OneDrive, SharePoint, Exchange
• Google Apps for Business, Gmail

Applications

• Accounting, Invoice Tracking
• Payroll Timeclock System
• Loan Management and Underwriting Systems

IT Tools

• PRTG
• IP Scanning
• Command Line Troubleshooting

Onboarding/Offboarding

• Adding, Removing User Accounts
• Password Resets
• Providing Proper Equipment, Software, Applications

Inventory

• Tracking, Assignment
• Decommissioning
• Upgrading, Repurposing
• Licensing, Audit Compliance
• Proposals, Procuring, Vendor Relationships, RMAs

Windows Servers

• Patching, Updating
• Domain Controllers, Active Directory, Group Policies, Login Scripts, DNS, RDP, Command Line

Linux Servers

• Command Line

AWS

• Route 53, S3, Glacier, IAMS, VPC

Networking

• Diagramming Topology
• Cabling, Patch Panels
• Switches, Routers,
• Firewalls, Policies, DHCP, Reservations, WatchGuard
• Routing, Routing Protocols
• VOIP, QoS, Vast ISP
• VPN
• VLANs
• Wireless, Aps, Cisco Meraki
• Backup Configs
• Performance Monitoring, Bandwidth, Packet Captures
• Security, Accessibility

• TCP/IP, SSL/HTTPS, SMTP, FTP, SSH, RDP, VNC

Peripherals

• Multi-function, Network and Local Printers
• Tablets
• Cell Phones
• Polycom Office Phones

Facilities

• Cameras
• Door Security Access

Project Management

• Requirements, Deliverables, Planning, Change Management
• Time, Resource, Budget

Contingency Planning

• Identifying Risk
• Critical Systems, Data
• Areas in Need of Improvement
• Backups, Retention, Recoverability

Required Education and Experience

• A minimum of an Associate’s Degree in an IT computer related field with 1+ years of experience.
• Knowledge of business computer hardware
• Experience with operating systems including Windows 7/10, Linux, Mac OS X, IOS, Android
• Extensive application support experience
• Working knowledge of IT diagnostic utilities
• Ability to set goals and meet objectives
• Adherence to quality problem resolution, done right the first time
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills of processes and procedures

Additional Eligibility Qualifications

• Ability to conduct research into a wide range of IT issues
• Ability to absorb and retain information and new technology quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Ability to listen and adhere to directions
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment