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IT Support Specialist

2 months ago

Franklin, Tennessee, United States OtterBase Full time
Job Overview

At OtterBase, we are seeking a highly skilled IT Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing technical support to our internal employees and external customers across various platforms.

Key Responsibilities
  • Technical Support
    • Provide expert technical support for internal employees and external customers on Windows and Mac platforms.
    • Manage support tickets through our ticketing system, ensuring timely resolution of issues related to hardware, software, and cloud applications (AWS, Google Suite).
    • Assist with troubleshooting hardware, software, and network issues for end-users.
  • Onboarding and Offboarding
    • Oversee the setup of new employees, including provisioning hardware, creating accounts, and configuring access credentials.
    • Manage offboarding processes, ensuring secure deactivation of accounts and retrieval of assets.
    • Continuously improve the onboarding and offboarding process with a focus on automation, standardization, and security.
  • Asset Management and Procurement
    • Develop and manage the organization's IT asset inventory, including tracking hardware and software from procurement to decommissioning.
    • Identify opportunities for bulk purchasing to drive cost savings and streamline procurement processes with vendors.
    • Standardize IT equipment provided to employees and maintain a replacement cycle for aging hardware.
  • Process Improvement and Documentation
    • Implement and refine processes for IT equipment lifecycle management, ensuring efficient workflows for procurement, distribution, and retirement.
    • Write and maintain clear documentation for internal processes, enabling user self-service where appropriate (e.g., guides for common IT tasks or screencasts).
    • Proactively identify opportunities to improve IT operations and support services, including hardware and software standardization and security best practices.
  • Account Administration and Credential Management
    • Perform account administration for company systems, ensuring proper authentication and authorization processes are followed.
    • Implement improvements to streamline credential management and enhance security.
Qualifications
  • 3-5 years of experience in IT support, systems administration, or a similar role.
  • Strong technical understanding of Windows and or Mac desktop hardware and operating systems.
  • Experience with cloud platforms such as Google Suite and Amazon Web Services (AWS) preferred.
  • Proven ability to manage IT hardware, software, and procurement processes.
  • Strong interpersonal skills with experience supporting both onsite and remote employees.
  • Excellent organizational and process improvement skills, with attention to detail.
Preferred Qualifications
  • Certifications such as CompTIA A+ or related technical certifications.
  • Experience with Active Directory and group policy administration.
  • Strong understanding of network security principles and best practices.