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Information Technology Support Specialist
2 months ago
Cadence Education is currently seeking an IT Support Specialist. Reporting to the IT Director, the IT Support Specialist plays a crucial role in resolving information systems issues for our large, nationwide organization. This role will be responsible for problem determination, resolution, and systems reporting, ensuring high-quality work based on established standards and procedures. This role requires delivering precise, consistent output with patience and meticulousness, developed through structured training and supportive coaching.
ESSENTIAL FUNCTIONS:
1.
Ensure all problems are resolved to user satisfaction and in accordance with service level agreements. Perform high-level problem determination via phone or remote access using diagnostic procedures to isolate failures in hardware, system, or application software.
2.
Maintain action plans for problem resolution and keep users updated on progress and status. Conduct trend analysis of callers, call information, hardware, and software.
3.
Escalate problems to the appropriate team member and notify vendors for required service, holding them accountable to contractual service levels.
4.
Test and deploy new software and hardware, recognize the need for upgrades, and plan accordingly.
5.
Support users with computer, audio/visual issues related to Zoom/Teams meetings and facilitate training for new software and hardware.
6.
Perform setup and configuration of primary workstations, ship and track hardware, receive user input for IT needs, and recommend future improvements.
7.
Support the IT Integration Team on new school acquisitions and pre-integration due diligence. Support post-integration clean-up, including domain transfers, email migration, and additional vendor integrations.
8.
Assist with onsite IT hardware setup and configuration, including PCs, networking, time clocks, and access control systems.
JOB QUALIFICATIONS:
Knowledge, Skills, and Abilities:
· Must have the ability to travel up to 50% of the time.
· Requires excellent interpersonal, diplomatic and customer service skills.
· Requires advanced knowledge of computer hardware, networking and software troubleshooting
· Knowledge of in cabling Cat6 cable through conduit, above ceilings and between floors per job specifications.
· Working knowledge of Asterisk/FreePBX VOIP Systems, O365 Cloud User management and deployment.
· Ability to manage multiple tasks and constantly changing projects
· Requires ability to read, write and communicate effectively in English.
Education or equivalency:
· Requires an associate’s degree in computer science or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work.
Experience:
· Must of four (4) years of progressively responsible IT Support/Help Desk (hardware and software) experience that demonstrates a strong understanding of the required knowledge, skills, and abilities
