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Information Technology Support Specialist

2 months ago

Franklin, United States OtterBase Full time

Job Overview:


Provide support across the organization, focusing on internal IT operations, asset management, and some external customer support. This role encompasses a broad range of responsibilities, including IT support for Windows and Mac environments, onboarding/offboarding employees, managing hardware and software procurement, and driving process improvements for asset management.


Key Responsibilities:

  • IT Support for Internal & External Customers:
  • Provide technical support for internal employees and external customers both Windows and Mac platforms.
  • Manage support tickets through the company’s ticketing system, ensuring timely resolution of issues related to hardware, software, and cloud applications (AWS, Google Suite).
  • Assist with troubleshooting hardware, software, and network issues for end-users.
  • Onboarding & Offboarding Employees:
  • Oversee the setup of new employees, including provisioning hardware, creating accounts, and configuring access credentials.
  • Manage offboarding processes, ensuring secure deactivation of accounts and retrieval of assets.
  • Continuously improve the onboarding and offboarding process with a focus on automation, standardization, and security.
  • Asset Management & Procurement:
  • Develop and manage the organization's IT asset inventory, including tracking hardware and software from procurement to decommissioning.
  • Identify opportunities for bulk purchasing to drive cost savings and streamline procurement processes with vendors.
  • Standardize IT equipment provided to employees and maintain a replacement cycle for aging hardware.
  • Process Improvement & Documentation:
  • Implement and refine processes for IT equipment lifecycle management, ensuring efficient workflows for procurement, distribution, and retirement.
  • Write and maintain clear documentation for internal processes, enabling user self-service where appropriate (e.g., guides for common IT tasks or screencasts).
  • Proactively identify opportunities to improve IT operations and support services, including hardware and software standardization and security best practices.
  • Account Administration & Credential Management:
  • Perform account administration for company systems, ensuring proper authentication and authorization processes are followed.
  • Implement improvements to streamline credential management and enhance security.

Qualifications:

  • 3-5 years of experience in IT support, systems administration, or a similar role.
  • Strong technical understanding of Windows and or Mac desktop hardware and operating systems.
  • Experience with cloud platforms such as Google Suite and Amazon Web Services (AWS) preferred
  • Proven ability to manage IT hardware, software, and procurement processes.
  • Strong interpersonal skills with experience supporting both onsite and remote employees.
  • Excellent organizational and process improvement skills, with attention to detail.


Preferred Qualifications:

  • Certifications such as CompTIA A+ or related technical certifications.
  • Experience with Active Directory and group policy administration.
  • Strong understanding of network security principles and best practices.