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IT Support Specialist

2 months ago

Southfield, United States Epitec Inc Full time
Job DescriptionJob Description

Job Title: IT Support Specialist

Department: IT

FLSA Status: Exempt

Reports to: Product Manager

Location: On Site

Position Summary:

This position is a comprehensive IT role focused on maintaining and securing the organization’s technology infrastructure, encompassing user support, system administration, and proactive security management.

General purpose:

Monitor network performance and address issues promptly to ensure optimal functionality. Collaborate with external vendors for hardware and software procurement, maintenance, and support.

Position Overview:

  • Manage user accounts, permissions, email systems, and other key IT systems.
  • Ensure data backups, disaster recovery plans, and business continuity processes are in place and regularly tested.
  • Provide technical support to internal staff for software and hardware-related issues using Jira Service Desk.
  • Implement and enforce IT security policies, protocols, and best practices to safeguard company data and information.
  • Stay up-to-date with the latest cybersecurity threats and trends, and take proactive measures to mitigate risks.
  • Manage relationships with IT vendors, service providers, and consultants to ensure timely and effective delivery of services.
  • Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability.
  • Monitor and respond to incidents and alerts in Microsoft Defender.
  • Monitor and perform monthly maintenance on network hardware, software, and servers.
  • Ensure the security of the network, data, and its resources from internal and external threats.
  • Conduct regular system audits to evaluate the performance of the systems.
  • Oversee and troubleshoot operating systems and applications using system-level tools and utilities.
  • Plan, coordinate, and implement network security measures to protect data, software, and hardware.
  • Manage inventory of equipment, set up devices, and coordinate shipping.
  • Document network problems and resolutions for future reference using Confluence knowledge base articles.

Role Qualifications:

  • Bachelor's / Associates degree in Information Technology, Computer Science, or related field preferred.
  • Familiarity with various operating systems and platforms and Microsoft Admin Center, Meraki, Jira, and Confluence.
  • Knowledge of IT infrastructure, networking, security, and systems administration.
  • Effective communication and interpersonal abilities.
  • Ability to adapt to a fast-paced environment and handle multiple priorities.
  • Must keep up with new technology deployments.
  • Must demonstrate accuracy and thoroughness in monitoring systems to prevent system failures.
  • Must show continuous improvement using training videos, seminars, user groups, certifications, etc.

Essential skills and experience:

  • Demonstrated problem solving - identifies and resolves problems in a timely manner.
  • Oral communication skills - speaks clearly and persuasively in positive or negative situations.
  • Interpersonal skills - maintains confidentiality and remains open to other ideas and exhibits willingness to try new things.
  • Written communications skills - edits work for spelling and grammar presents numerical data effectively and can read and interpret written information.
  • A sense of urgency and a high standard of professionalism and character
  • Experience is a plus with the following systems: JIRA, Active Directory, Azure Active Directory, MS Defender, O365 Admin Portal, Meraki, Umbrella, LastPass, TeamViewer, Trello, MS Endpoint Manager, Patch my PC, SnipeIT, Sonitrol, Teams Admin Center.

Valued but not required skills and experience:

  • Experience in fast paced work environment
  • Knowledge of PowerShell or Command Line

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical demands: While performing duties of job, employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or control; reach with hands and arms; talk and hear. Employees must occasionally life and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Work Environment: the noise level in the work environment is usually moderate.