Area IT Support Specialist

4 weeks ago

Jacksonville, Florida, United States EduServe LLC Full time
Job Title: Area IT Support Specialist

At EduServe LLC, we are seeking a highly skilled and experienced Area IT Support Specialist to join our team. As an Area IT Support Specialist, you will be responsible for maintaining the support tickets within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others.

Key Responsibilities:

  • Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement.
  • Monitor support requests to determine larger-scale issues.
  • Plan and support network and computing infrastructure in tandem with the State IT team and outsourced partners.
  • Provide daily assistance within assigned regional area for end-user support, including computer hardware, software installation and upgrades, backups, and networking.
  • Provide regular written and verbal updates to the State IT Director/Manager team on the operational status of systems supporting the education environment.
  • Escalate support requests issues as needed to the State IT Escalation Team.
  • Maintain disaster recovery and prevention procedures.
  • Plan and support network and computing infrastructure in tandem with the State IT team and outsourced partners.
  • Maintain and implement IT related documentation, SOPs, and best practice procedures.
  • Be a technology liaison for schools, clients, and vendors.
  • Participate in the training programs offered to increase the individual's skill and proficiency related to the assignments.
  • Perform other duties as delegated by the Florida State IT Director, Manager, and Escalation team.

Requirements:

  • Demonstrates enthusiasm and commitment toward the job and the mission of the company.
  • Works and interacts with staff and relates to individuals at all levels of the organization.
  • Ability to organize and manage multiple priorities.
  • Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction, and solicit feedback to improve performance.
  • Strong customer orientation.
  • Establishes excellent interpersonal skills between all constituents.
  • Demonstrates excellent oral, written, interpersonal, and phone etiquette.
  • High performance teams and a strong team player.
  • Strong track record for analyzing problems/issues, identifying patterns, and recommending creative solutions.
  • Proactive and takes initiative.
  • Drives projects to completion and insists on the highest level of quality.

Education and Experience:

  • Relevant technical certifications such as A+, Azure AI-900, SEC+, NET+, CCNA, etc.
  • Bachelor's degree in computer science, information systems, or equivalent combination of education and experience.
  • 2-5 years of experience supporting IT customers.
  • Advanced knowledge and experience resolving hardware and software issues in an enterprise environment.
  • Prior experience in a school environment is preferred but not required.
  • Commitment to company values.
  • Valid driver's license and reliable transportation required to allow for support of regionally assigned schools.

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