Advanced IT Support Technician

2 weeks ago

Tampa, Florida, United States Straz Center for the Performing Arts Full time
Position Overview

Join a Dynamic Team at the Straz Center for the Performing Arts

The IT Systems Support Specialist plays a vital role within the Information Technology department, delivering high-level technical assistance to users and ensuring the integrity of the organization's IT framework. This position requires a blend of technical expertise, outstanding customer service skills, and a proactive mindset for troubleshooting. The IT Systems Support Specialist will manage escalated support requests, resolve intricate technical challenges, and contribute significantly to the operational efficiency of the IT systems.

Key Responsibilities:

Technical Support Excellence

  • Deliver advanced support to all users, addressing complex issues related to hardware, software, and network infrastructure, acting as a trusted IT partner across various departments.
  • Effectively troubleshoot and resolve escalated help desk inquiries within established service level agreements (SLAs).
  • Oversee the onboarding and offboarding processes for employees, vendors, and contractors within the IT environment.

Infrastructure Management

  • Assist in the setup, configuration, and upkeep of hardware and software systems.
  • Coordinate and schedule the installation, updates, and removal of IT equipment and software.
  • Conduct repairs and install new network cabling; support Wi-Fi analysis and troubleshooting efforts.
  • Provide operational support and troubleshooting for ticket scanners, point of sale systems, and both wireless and wired networks.
  • Perform routine updates, patches, and preventive maintenance on systems.
  • Maintain accurate documentation and inventory of computing hardware and software.

User Education and Documentation

  • Facilitate training sessions for users on new technologies, systems, and best practices.
  • Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides.

Collaboration and Teamwork

  • Work alongside IT team members to identify and implement process enhancements.
  • Engage with staff, consultants, and IT partners to ensure effective escalation and resolution of issues.

Security and Compliance

  • Implement and uphold IT security policies and procedures.
  • Stay updated on emerging security threats and apply measures to safeguard the organization's data and systems.

Project Involvement

  • Contribute to IT projects by providing technical expertise and support as necessary.
  • Assist in planning and executing system upgrades and migrations.

Vendor Coordination

  • Act as a liaison with external vendors to coordinate support and maintenance tasks.
  • Evaluate and recommend new technologies and solutions to enhance the IT infrastructure.

Monitoring and Reporting

  • Monitor system performance and conduct regular health assessments.
  • Generate reports on IT metrics, issue resolution, and system performance.

Additional Requirements:

  • Successful completion of an on-site skills assessment.

Qualifications:

  • Strong troubleshooting skills and deductive reasoning to identify symptoms, deduce probable causes, and resolve issues efficiently.
  • Proven ability to communicate effectively with all levels of staff and external partners.
  • Familiarity with supporting:
    • Microsoft Office 365 - OneDrive, Teams, SharePoint
    • Remote Desktop Services
    • Mobile Devices
    • User management through Active Directory
    • Printer troubleshooting
    • Basic networking issues
  • Detail-oriented, critical thinker with robust documentation skills.
  • Ability to collaborate effectively within the IT team.
  • Capability to manage priorities and multitask in a dynamic environment.
  • Willingness to work a flexible schedule, including evenings and weekends as needed.

Education and Experience:

  • Associate's Degree in Information Technology or a high school diploma with equivalent IT support experience of over four years.

Certifications:

  • Certifications such as A+, Network+, MCP, MCTS, Security+ are highly desirable.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

  • This position requires on-site work as a regular part of the job.
  • While performing the duties of this role, the employee is regularly required to remain stationary, traverse the facility, communicate, and exchange accurate information.
  • The employee frequently operates and inspects computers and other office equipment.
  • Occasionally, the employee may need to lift up to 25 lbs, ascend/descend ladders, work in confined spaces, and bend or reach.

The David A. Straz, Jr. Center for the Performing Arts, Inc. is an equal opportunity employer committed to fostering an inclusive workplace and values diversity in its workforce.

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