IT Specialist

Summary:

Under supervision, performs a variety of support tasks (both on-site and remotely), including analyzing, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Requires good communication skills with the ability to work with users diplomatically, empathetically, and skillfully. Performs work under supervision while learning job tasks.  Exercises judgment and decision making in the diagnosis and resolution of computer hardware and software problems.

Essential Duties and Responsibilities:

Help Desk Support (70%)

Respond to telephone calls, email and personnel requests for technical support.

Primary resource for managing Help Desk ticket queues. Evaluates and escalates support requests as needed.

Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, tablets).

Provide hands-on and remote support for Windows, systems in an Active Directory environment, Office 365, and network connectivity.

Communicate with software and hardware vendors when appropriate to resolve user issues.

Document, track and monitor the problem to ensure a timely resolution in the help desk ticketing system.

Ensure that all incidents are promptly and accurately documented so that up-to-date information is available at all times. Track incident from the first report to resolution.

Follow-up on resolved incidents to check the quality, get user concurrence of incident closure, and report user satisfaction.

Establish and maintain data in a knowledgebase document to capture best practices resolutions to facilitate quicker diagnosis and resolution for future similar incidents.

Ability to learn and support multiple proprietary software systems.

Provide proactive equipment maintenance to make sure PCs/ Laptops, printers and other hardware are functioning properly. Take measures to avoid downtime and monitor to keep things running smoothly.

Ensure that key on-site printers are working and ready for use every day.

Stay up to date in technological advancements and trends in IT support.

User Training and Asset Management (20%)

Provide ad hoc end user training as needed to promote future “self-troubleshooting”.

Assist with new user training and onboarding.

Assist with training documentation.

Assist with asset management, to include receiving, unpacking, and inventorying new equipment.

Assist in the creation and documentation of user machine specification and troubleshooting related to unique specifications.

Setup machines for new hires as required.

Deploy new PCs as required based on user need and age of hardware.

Create a hardware deployment schedule to keep hardware and operating systems current.

Assist with the cleaning and redeployment of past employee machines.

Manage the deployment of subscription-based software licenses based on user role and job function.

Assist with creating and updating knowledge base articles that promote user “self-troubleshooting”

Network and Firm-Wide Support (10%)

Assist in firm wide project rollouts.

Assist in new software and hardware vetting, testing, training, and implementations.

Recommend network modifications to reduce user problems based on empirical Help Desk issues.

Under supervision execute assigned projects related to network upgrade and evolutions.

Required Experience/Skills/Certifications

3+ years of experience in supporting firm-wide users both in person and remotely.

High School diploma required, Bachelor’s Degree Preferred.

Has knowledge of commonly-used computer use concepts, practices, and procedures.

Demonstrated experience working with Active Directory Users and Groups Management (ie - edit accounts, manage memberships, disable users, etc).

Preferred Certifications

Microsoft 365 Fundamentals – MS-900

Microsoft 365 Modern Desktop Administrator – MD-100, MD-101)

Strong prioritization skills - understands “urgent” vs “URGENT,” and allocating time appropriately.

Excellent problem-solving skills.

Ability to perform in a fast-paced deadline driven environment.

Ability to take direction.

Strong communication skills – both written and verbal.

Ability to collaborate and work in a team environment.

Takes initiative in improving the team, improving the user experience, and improving your personal skill-set.

Ability to carry, lift, and move users’ equipment and network equipment.

Ability to work in a sometimes very dusty and dirt-laden environment without breathing or other health issues.

Ability to work weekends and/or late hour as required.

Must be legally authorized to work in the United States.

Must be able to pass a pre-employment drug screen.

Must be able to pass a pre-employment background check.

Pay Range: $27.00/hour