IT Support Specialist

3 weeks ago

Chevy Chase, United States NewPoint Real Estate Capital LLC Full time

**Reports To**

Service Support Manager

**Job purpose**

The IT Desktop Support Specialist is responsible for providing technical support for a full range of business technology, including computer systems (hardware and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and audio-visual equipment. S/he must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Often collaborating with other resources (both internal and external), the Support Specialist must understand system interdependencies and avoid unintentional interruption of services during troubleshooting and problem resolution.

**Duties and responsibilities**
- Perform routine system troubleshooting/problem diagnosis and resolution.
- Create and maintain build images for all computer models.
- Perform typical IT support tasks, including connecting end-point devices, troubleshooting LAN and WAN connectivity faults, and configuring wireless access clients.
- Timely document responses and resolutions to all incoming requests using an on-line help desk ticketing system.
- Assist with the development of procedural and knowledge-based documentation.
- Maintain strict compliance with the company’s policies and procedures, with an ongoing focus on improving existing processes and procedures as opportunities arise.
- Work to ensure ongoing compliance with Key Performance Indicators.
- Participate in special projects as requested.

**Qualifications**
- 3 or more years of experience in IT support
- Undergraduate IT degree or equivalent industry certifications; or equivalent experience
- Experience with Windows Terminal Services Server sufficient to configure client access and user profile settings
- Proven track record of reliability and dependability
- Experience with audio-visual technologies necessary to perform basic device configuration, mode selection and component-level troubleshooting
- Experience working with outside vendors and 3rd party relations successfully
- Knowledge of Microsoft Windows operating systems necessary to perform routine administrative (server and client) and end-user support functions
- Knowledge of mainstream mobile device platforms (iOS, Android)
- Knowledge of commercial telephone systems sufficient to basic station option configuration and troubleshooting
- Accuracy & detail oriented with a sense of urgency, strong focus on customer service and team player
- Strong interpersonal skills and organizational awareness
- Proven problem-solving abilities
- Strong verbal and written communications skills

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