Mid-Level/Intermediate IT Support Specialist

Job Description:

Responsibilities:

1. Technical Support:

   • Provide second-level technical support to end-users, resolving complex hardware, software, and network issues.
   • Serve as a point of escalation for challenging technical problems that cannot be resolved by first-level support staff.
   • Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, and software applications.

2. System Administration:

   • Manage user accounts, permissions, and access rights across various systems and applications.
   • Perform system administration tasks such as server maintenance, patch management, and software updates.
   • Monitor system performance and security, ensuring compliance with company policies and industry standards.

3. IT Infrastructure Management:

   • Assist with the design, implementation, and maintenance of IT infrastructure components, including servers, networking equipment, and storage systems.
   • Collaborate with network engineers and system administrators to optimize network performance and ensure system reliability.
   • Participate in IT projects such as system upgrades, migrations, and deployments, ensuring successful implementation and minimal disruption to operations.

4. Documentation and Knowledge Management:

   • Create and maintain documentation of IT systems, configurations, and procedures to facilitate knowledge sharing and troubleshooting.
   • Develop user guides, training materials, and FAQs to assist end-users in utilizing IT resources effectively.
   • Contribute to the development of IT policies, procedures, and best practices to enhance IT operations and security.

5. Training and Mentorship:

   • Provide training and mentorship to junior IT support staff, sharing knowledge and best practices to improve team performance.
   • Conduct training sessions and workshops for end-users on IT tools, applications, and security awareness.

Qualifications:

1. Education: Bachelor's degree in computer science, information technology, or related field. Additional certifications or technical training are a plus.

2. Experience:

   • 3-5 years of professional experience in IT support roles, with a focus on providing technical support and system administration.
   • Demonstrated proficiency in troubleshooting hardware, software, and network issues in a corporate environment.
   • Experience with system administration tasks such as server management, Active Directory, and group policy management.

3. Technical Skills:

   • Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and server technologies.
   • Proficiency in configuring and troubleshooting network devices such as routers, switches, firewalls, and wireless access points.
   • Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure) is desirable.

4. Communication and Collaboration:

   • Excellent interpersonal and communication skills, with the ability to interact effectively with end-users and technical teams.
   • Strong teamwork and collaboration skills, with the ability to work effectively in a cross-functional team environment.
   • Ability to convey technical information clearly and concisely to both technical and non-technical audiences.