IT Support Specialist

2 weeks ago

Annapolis, Maryland, United States Hasi Full time
ABOUT HASI
HASI is a prominent investment firm focused on climate-positive initiatives, dedicated to collaborating with clients to implement tangible assets that support the transition to sustainable energy. With over $12 billion in assets under management, our mission is to ensure that every investment contributes positively to our climate future. For further details, please visit our website.

Position Overview

The IT Support Specialist acts as the primary contact for technology and customer assistance within our organization, ensuring the seamless operation of workstations and other devices, allowing users to concentrate on their core business activities.

This role encompasses receiving, prioritizing, documenting, and actively addressing user support inquiries, along with performing tier 1-2 support functions.

Problem-solving may require logistical assistance, utilization of diagnostic and tracking tools, and support for end-user computing, special events, and meetings.

The essence of the IT Support Specialist position is to deliver an exceptional and reliable support experience to users, characterized by personalized service, direct assistance, hands-on training, clear communication, and consistent follow-up.

Key Responsibilities
• Provide prompt and responsive in-person and remote IT support, emphasizing outstanding customer and user experience.
• Address IT support inquiries submitted via various channels, including email, ticketing systems, phone, or in-person.
• Escalate and transfer requests when necessary.
• Deliver attentive service to users, regardless of the complexity of their requests.
• Identify and triage issues, considering business impact, security incidents, and outages.
• Maintain consistent follow-up on outstanding requests, ensuring timely and documented resolutions, while meeting all user needs.
• Support Windows 10 and Windows 11 desktop environments.
• Manage SaaS applications and associated user accounts and access rights.
• Configure workstations, desktop peripherals, and other user-facing technologies.
• Facilitate onboarding and offboarding processes, including equipment sourcing and new hire training.
• Provide technology support throughout the office, including collaboration tools, audio-visual equipment, and conference room technology.
• Assist with mobile computing devices, including phones, tablets, laptops, VPN, and Wi-Fi.
• Monitor internal assets to ensure equipment is stocked, functional, and inventory is accurately maintained.
• Support email, file server, printing, and other daily operational requirements of users.
• Conduct computer and software training and prepare training materials as necessary.
• Configure and deploy software installation and update packages.
• Diagnose, research, repair, resolve, and document hardware and software issues.
• Troubleshoot networking issues.
• Perform PC upgrades, including asset management, OS installation, profile migration, and data security.
• Engage in maintenance, incident response, and provide support with minimal notice or outside of standard business hours when required.
• Additional duties and projects may be assigned as needed.

Qualifications
• Minimum of 2 years' experience in configuring and servicing computer hardware.
• At least 2 years' experience in managing Windows operating systems.
• A background in supporting professional environments.
• Proven customer service orientation.
• Experience supporting high-profile individuals or providing customer support in demanding environments.
• Familiarity with ticketing systems.
• Working knowledge of modern operating systems.
• CompTIA A+ or Network+ certification, or equivalent preferred.
• Proficient in Microsoft 365 product configuration, including Outlook, Word, and Excel.
• Experience with remote support tools.
• Familiarity with configuration or mobile device management tools is preferred.
• Excellent interpersonal communication skills, both verbal and written, are essential for collaboration in project environments involving internal and external teams.
• Highly motivated and self-directed, with the ability to manage multiple priorities and adapt to changing circumstances.
• Capability to quickly identify and resolve technical issues or escalate as necessary.
EEO STATEMENT

HASI is committed to a policy of non-discrimination in employment and adheres to all applicable federal, state, and local laws regarding employment discrimination. We do not discriminate against any employee, intern, or applicant based on race, color, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or any other characteristic protected by law. Staffing decisions are made based on individual qualifications related to the requirements of the position.

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