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IT Support Specialist

2 months ago

Mastic Beach, New York, United States MyCareersFuture Full time
Job Summary

MyCareersFuture is seeking a highly skilled and experienced IT Support Specialist to join our team. As a key member of our technical support team, you will be responsible for providing top-notch support to our global customers.

Key Responsibilities
  • System Monitoring and Maintenance
    • Optimize system configurations to monitor systems for faults, outages, performance issues, and health checks.
    • Ensure compliance with established policies and procedures in monitoring and resolving alerts.
  • Hardware and Software Support
    • Build, install, and maintain PCs, telephone systems, wireless networks, and peripherals such as printers, scanners, and smartphones in accordance with defined standards.
    • Provide support for desktop peripherals like docking stations, monitors, and Multi-Function Devices (MFDs).
  • Operating System and Software Support
    • Implement, support, upgrade, and manage Windows Operating Systems, MS Office products, and Blackberry email configuration and support.
  • Incident Management
    • Identify, log, and resolve technical problems related to software applications, user access, permissions, or network systems.
    • Respond to real-time IT infrastructure alerts, taking immediate ownership and ensuring rapid resolution by coordinating with the appropriate teams.
  • Reporting and Communication
    • Propose potential system improvements and changes to senior team members for consideration and implementation.
    • Manage and distribute reports on progress and performance to senior leadership.
  • Customer Support
    • Provide end-user support utilizing tools like Remote Desktop Protocol (RDP) and other support tools.
    • Engage with users and stakeholders to resolve incidents and manage communication via email, calls, instant messaging, and one-on-one interactions.
  • Vendor Management
    • Engage with vendors and internal teams for escalations and ensure timely resolution of vendor-related issues.
  • Shift Work and Global Support
    • Take end-to-end responsibility for tasks by opening tickets and following up with vendors and internal teams until resolution.
    • Provide support for global customers, working in a 24x7 environment with rotating shifts and weekly offs.
  • Technical Tools and Systems
    • Support and manage tools such as Nexthink, Aternity, Liquidware (device agents), and Quest KACE for software deployment, patching, and managing EUX inventory.
    • Manage virtual PCs (VDI) and thin clients, ensuring smooth operation and system health.
    • Provide support for mobile clients including Blackberry, iPads, and mobile tablets, ensuring connectivity and usability for end users.
    Requirements
    • Education
      • Bachelors degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field.
    • Experience
      • Minimum of 4+ years of experience in IT, supporting end-user hardware, software, and virtual infrastructure environments.
    • Skills
      • Proven experience with Windows, storage, backup, user access, permissions, and networks.
      • Experience using helpdesk portals and providing desktop support for global customers.
      • Proficiency in Windows, MS Office, EzOffice, network systems, and end-user support tools like RDP.
      • Strong experience in monitoring systems and real-time incident management.
      • Familiarity with tools like Nexthink, Aternity, Quest KACE, and EzOffice.
      • Strong communication skills (verbal and written) with the ability to articulate priorities and manage tasks.
      • Ability to handle vendor escalations, incident response, and technical issues independently.
      • Knowledge of virtual infrastructure environments (VDI, Thinclients, etc.).
      • Must be willing to work in a rotating shift schedule and be comfortable in a fast-paced, 24x7 environment.
      • This position requires working with global customers and adhering to service level agreements (SLAs).