Support Specialist

4 weeks ago

Springfield, United States Positronic Full time

* Assist IT Service Desk team in resolving user troubles submitted via the ticketing system, phone calls, emails, or walk-ins.

* Instruct computer users in the appropriate use of equipment, software, and manuals.

* Provide regular reporting of work performed, the status of work or projects in progress, and communicate specific issues or required action items.

* Monitors incoming support tickets and ensure that they are assigned to the proper IT personnel or MSP.

* Installation, configuration, monitoring, and troubleshooting of the following:

+ Thin clients, zero clients, laptops, desktops, mobile devices (iPhone and Android phones and tablets), and printers.

+ Data (LAN/WAN) and voice (VoIP) networking hardware and software

+ Server and storage infrastructure hardware and software

+ Security hardware and software: Firewalls, Anti-Virus, SIEM, etc.

+ Infrastructure as a Service (IaaS): Amazon Web Services and Azure

+ Service (SaaS) services: Microsoft 365, Salesforce, Identity Provider, KnowBe4, etc.

+ Back Office applications: ERP, Backup, SQL, SolidWorks PDM, Accounting Software, Microsoft Office Suite, etc.

+ Backup and recovery

* Communicate with company employees on their varying technical or nontechnical levels of understanding of computer equipment in the pursuit of solving problems or rending assistance.

* Create, delete, and manage user accounts and security groups.

* Assist the Support Specialist Lead in ensuring tickets assigned to an MSP or other 3rd party support are resolved.

* Exhibit exemplary attendance and punctuality.

* Comply with company policies and procedures.

* Perform other duties as assigned.

* Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

* Knowledge of principles and processes for providing customer and personal services.

* Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

* The ability to apply general rules to specific problems to produce answers that make sense.

* The ability to use computers and computer systems to program, write software, set up functions, enter data, or process information.

* The ability to maintain cooperative working relationships with all employees in performance of duties.

* The ability to observe, receive, and otherwise obtain information from all relevant sources.

* The ability to provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

* The ability to be able to solve related logistic or implementation issues within the scope of the field of an assignment.

* The ability to stay current with technological developments in systems administration technology and recommends ways for the Company to take advantage of new technology.

* The ability to follow instructions, accept constructive criticism, and convert this information into a productive outcome.

* The ability to support the needs of a 24- hour work environment.

* The ability to troubleshoot computer issues in an analytical manner.

* The ability to multitask and handle demanding situations.

* The ability to maintain attention to detail.

* The ability to work well in teams and individually on job-specific tasks.

* An associate degree in a computer-related field, such as Information Technology, is required.

* A minimum of two years of experience in a related field is Preferred.

* Two (2) years of experience providing desktop and application support is preferred.

* Two (2) years of experience supporting Microsoft Windows Desktop OS is preferred.

* One (1) years of experience supporting Microsoft Windows Server (i.e., AD, DNS, DHCP, File, Print services, etc.) is preferred.

+ An equivalent combination of education, experience, or certifications (i.e., CompTIA, Microsoft, and cloud service) may be accepted.

**PHYSICAL TASK**

**PHYSICAL REQUIREMENTS**

**FREQUENCY**

Walking

Must be able to move about the work area, from one area to another to perform duties and assist customers.

Frequently

Reaching

Must be able to extend upper or lower extremities in an upward or downward direction to perform work tasks or other specific functions.

Occasionally

Grasping

Must be able to apply pressure to hold an object or to complete other work-related tasks.

Frequently

Location (city, state or zip code) You must select a location. Education status You must select an education status answer. Seeking for You must select a seeking status answer.

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