IT Support Specialist
POSITION OVERVIEW:
• Resolve technical issues reported by end-users and ensure resolution, leveraging our 2nd level support for escalations as required.
• Provide advanced remote support to clients with varying understanding of IT.
• Ability to troubleshoot basic networking issues. Leveraging our 3rd support team to resolve issues.
• Coordinate installation and maintenance of hardware, software and maintenance of PC’s and peripherals.
• Diagnose hardware issues on mobile devices, desktops, laptops, monitors, cell phones, printers, and other computer accessories.
• Understanding of SQL databases and creating ODBC connections.
• Understanding of Active Directory, Group Policy and DNS in a Windows Server environment.
• Logical troubleshooting methods to resolve networking and computer issues.
• Create and maintain various user lists, technical documentation, and instruction manuals for various products to support end user training.
• Microsoft Office 365 troubleshooting and product use assistance
• Assist in manage our Microsoft 365 and Azure in the cloud.
• Assist IT Manager with planning and reviewing software, hardware and “Near IT” components.
• Ability to multitask, manage time effectively and work in a fast-paced environment.
• Ability to work under pressure.
• Understanding of ticketing system to keep track of time and service completed.
• Exceptional customer service skills, attitude, and professionalism.
• Other duties, projects, etc. as requested by management.
Key Requirements:
• You need to have a strong technical background, preferably with post-secondary education in information technology.
• A minimum of 3-5 years of experience deploying computers and solving PC, network, OS and other technical issues and providing client support in a structured help desk environment (or an equivalent of experience and education).
• A very high degree of proficiency with current versions of Microsoft O365,SharePoint, Windows Server and end user device support.
• Excellent verbal, written communication skills, organizational skills and presentation skills.
• Troubleshooting skills with an ability to resolve complex IT issues in a reasonable timeframe.
• Strong analytical and problem-solving skills
• Strong work ethics with a proven reliability factor
• You need to be passionate and very interested in IT/technology.
• A positive attitude and willingness to continuously develop your skills
• Ability to work well as part of a team and is outgoing, versatile, enthusiastic and charismatic
• The ability to adapt in a rapidly changing environment
• Self-starter with enthusiasm to grow within a company
