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IT Support Specialist


The IT Support Specialist will be a vital member of the IT organization whose primary goal is to build and maintain updated and efficient computer hardware, software, and networks to optimize the role of technology on business sustainability. The IT Support Specialist installs and maintains computer hardware, software, and networks aiming for the highest functionality across multiple locations. This role will utilize a thorough knowledge of computer software and hardware, troubleshooting skills, and a variety of internet applications, networks and operating systems.

Core Duties and Responsibilities
  • Provide first-level support to all computer issue requests
  • Owning the overall IT strategy and initiatives across the Company
  • Check computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
  • Configure and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with industry best practices
  • Configure, troubleshoot and refresh Windows 10 in a Microsoft network environment on both desktop and laptop computers, network printers and online O365 applications
  • Administer cloud-based Office 365 platform, primarily OneDrive, Skype for Business, MS Office, MS Teams, Outlook and Exchange
  • Manage Active Directory (AD) accounts that are synchronized with SharePoint Online
  • Apply existing and assist with development and documentation of IT policy and procedure, specifically those associated with Service Desk Process & Procedure
  • Ensure security and privacy of networks and computer systems
  • Provide orientation and guidance to users on how to operate new software and computer equipment during Employee Onboarding
  • Manage software termination and equipment return process during Employee Offboarding
  • Organize and schedule upgrades and maintenance without deterring others from completing their work
  • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
  • Maintain records/logs of repairs and fixes and maintenance schedule
  • Develop a process to track all acquired equipment
  • Identify computer or network equipment shortages and place orders
  • Lead or participate in other assigned projects
  • Maintain conference room audio/visual system and related equipment
  • Refurbish salvageable machines for future use
  • Develop and maintain relationship with network providers and IT vendors
Position Requirements
  • Bachelor’s Degree in Computer Science, Engineering or relevant field
  • Minimum of two years as an IT Support Specialist or relevant position experience
  • Excellent diagnostic and problem-solving skills
  • In depth understanding of diverse computer systems and networks
  • Proficiency in Mac, PC, and Android systems
  • Intermediate knowledge of internet security and data privacy principles
  • Certifications in with CompTIA A+, Microsoft Certified IT Professional a plus
  • Experience with administration of Meraki, Cisco Phone Systems, Cisco Webex, Office 365
  • Experience with Salesforce and Azure AD is a plus
  • Ability to troubleshoot with employees in remote locations
  • Helpdesk Process and Change Management experience
  • Knowledge of network infrastructure a plus
Competencies for Success
  • Diagnostic Information Gathering: Identifies specific information needed to clarify a problem or to make a decision; Checks multiple sources to verify accuracy of information; Probe skillfully to get at the facts if others are reluctant to provide full information
  • Technical Expertise: Effectively applies technical knowledge to solve a range of complex problems; Is seen as an expert, willingly provides advice or solutions in their domain; Is proactive in keeping current in their technical field of expertise
  • Thoroughness: Sets up procedures to ensure high quality of work and monitors the quality of work on a regular basis; Develops and uses systems to organize and keep track of information or work progress
  • Detail Oriented and Analytical Thinker: Makes a systematic comparison of two or more alternatives; Notice discrepancies and inconsistencies in available information; Approach a complex task or problem by breaking it down into its component parts and considering each part in detail; Weigh the costs, benefits, risks and chances for success, in making a decision
  • Effective Communication: Delivers clear, effective communication and takes responsibility for understanding others; Organizes and expresses ideas clearly orally; Ensures that regular communication occurs based on the needs of the project or the individual; Clarifies the meaning and intent of others’ communication when it is unclear; Tailors communication to the level and experience of the audience; Effectively communicates complex ideas using analogies, visuals, and other techniques
  • Physical Demands: Must be able to carry equipment (PCs, monitors, and other computer equipment) in the process of installation; may also experience prolonged periods of sitting at a desk and frequent use of computer keyboard and mouse.
Work Environment and Physical Demands

The work environment and physical demands are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate in an office setting.

The employee is frequently required to be in a stationary position and regularly use the computer keyboard and mouse and will view the computer monitor frequently. The employee is occasionally required to stand, walk and reach with hands. The employee is occasionally required to climb or balance, stoop, kneel or crouch. The employee may occasionally lift and/or move up to 10 pounds.

Reasonable accommodations may be made to enable individuals to perform the essential job functions.