IT Support Specialist

Serves as the first point of contact for IT support and Cybersecurity alerts within the organization. Performs daily support to end users on a variety of issues. Identifies, researches, and resolves technical issues for end user and system-related issues. Deploys desktop computers and peripherals, physical and virtual servers, maintains hardware inventory assets and performs routine operating procedures such as backups, patching and job scheduling. Supports audio visual/video conferencing including monthly board meeting support, data cabling, patch management, asset ordering, mobile workforce support, OS imaging, and ensuring the security of end-user and server using antivirus/malware/EDR software. Makes recommendations and maintains client-side physical/application security, and provides support to Help Desk Technician to assist in documenting, tracking and monitoring issues toward a timely resolution.

Provides after-hours standby support for mission-critical issues and assists the SR IT System Administrator with system maintenance, server patching, and prevention of cybersecurity incidents. Provides support for failover/disaster recovery of servers in both physical and virtualized environments. Provides data management, server and Hot-Site infrastructure management, and assists department with projects and additional workload as required. Work is performed under the regular supervision of the Manager of IT Systems Operations.

Typical tasks include responding to requests using the KUA ticketing system or the KUA Help Desk queue, which can be remote or face-to-face. Installs end-user / networked systems and peripherals, configures and customizes settings for specific applications per KUA's standards, including computers, laptops, and mobile devices. Provides first-level response to Cybersecurity alerts and takes the appropriate action or up channels to the appropriate expert. Maintains IT assets and OS imaging for quick deployments and recovery of end-user systems. This individual will also assist with multimedia equipment, presentation systems, video projection units, sound systems, and computer-based camera equipment.

Performs daily procedures, including backups, recovery, system- related items, server and Hot-Site maintenance, including data cabling and infrastructure management. Responds to system alerts and coordinates with other team members as needed for resolution. Provide after-hours standby support.

Other tasks include supporting, monitoring, testing, repairing, and troubleshooting hardware and software problems pertaining to computer systems, peripherals and servers. Provides failover and recovery support for both physical and virtualized environments. Keeps antivirus, malware, network monitoring and other critical systems up to date and responds to alerts appropriately. Documents and provides end user support for all Client/Server based applications.

Extensive technical knowledge of Windows Enterprise Desktop and Server, including installation, security, and management of common desktop applications such as Office 365, antivirus, and malware. Ability to use various monitoring tools to troubleshoot and diagnose issues. Strong working knowledge of Cybersecurity incidents and response, computer systems, hardware, and software, including firmware/bios updates, RAID, and memory. Working knowledge of VMware Infrastructure, including logical and physical resources, Veeam, VPN connectivity, Active Directory, VOIP, Knowledge of Disaster Recovery using various methods such as Veeam and Windows recovery. Must demonstrate the ability to plan, implement, and maintain various projects and maintenance procedures.

Must be a quick learner with good documentation and communication skills who thrives in a fast-paced environment. Must possess great customer service skills and work well under pressure. Must be a good problem solver who can work independently and be part of a motivated team. Ability to learn and enhance their knowledge on a self-taught basis. Demonstrated ability to interface with end-users and technical staff is essential. Must possess the ability to implement, manage, and repair day-to-day issues as a key player in the technical support process. Effectively prioritize and escalate issues appropriately, along with understanding and carrying out oral/written instructions. Should demonstrate a wide degree of creativity and latitude with the ability to work a flexible schedule when needed.

Must be able to lift or displace up to 50 lbs.

Graduation from high school or GED. Three (3) years of working experience in an enterprise technical network / desktop support role. A+, Server+, Security + or CEH certification is preferred. Any combination of education, training and experience.

SPECIAL REQUIREMENTS:

Possession of a valid driver’s license issued by the State of Florida.

Obtain Security+ or CEH certification within one (1) year in this position.