IT Support Specialist III
3 weeks ago
IT Support Specialist III - ABA Centers of America Corporate HQFort Lauderdale, Florida
About ABA Centers of America
ABA Centers of America provides ABA (Applied Behavior Analysis) therapy and diagnostic services to people with autism. We help clients and families in our centers, in homes, and in the community. Our company began with one person trying to get help for two young family members with autism. Now our goal is to bring ABA therapy to as many clients as possible. Our clinics are in multiple locations, and we are expanding rapidly but with careful attention to planning and resources. Client care is at the center of everything we do.
Growth Opportunity
Are you an experienced IT professional looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?
Our IT Support Specialists III provide technical support to maintain our computer systems and ensure optimal performance so that end users can maintain high productivity. The successful candidate will work with a team to execute a roadmap with specific tasks related to security, networking, phone system, system adoptions, etc.
What You'll Do
- Provide first contact support of incoming requests to the service desk via web portal, email, ticket system and chat to ensure courteous, timely, and effective resolution of end-user issues
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledgebase as needed
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Test fixes to ensure the problem has been adequately resolved
- Develop help sheets and FAQ lists for end users
- Contribute to technician knowledgebase and training as needed
- Reinforce SLAs to manage end-user expectations
- Provide suggestions for continual improvement
Education/Experience and Other Requirements
- Bachelor's degree in Information Technology or Computer Science
- Certification in ITIL Foundation, A+, Network+, and/or Microsoft Certified Professional.
- 7+ years in IT support
- Mac and iOS experience
- Willingness to submit to drug and background screenings
- Knowledge of basic computer hardware, including Dell, Microsoft, Lenovo systems
- Experience with desktop and server operating systems, including Windows OS, Mac OS, iOS, and Android
- Extensive application support experience with Office365, Azure, Microsoft Office, Adobe Creative Cloud, Mimecast, Active Directory, TeamViewer, Virtualization, Multi Factor Authentication tools.
- Experience with Managing Okta
- Experience with Jira
- Working knowledge of a range of diagnostic utilities
- Familiarity with the fundamental principles of ITIL
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
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