IT Support Specialist

2 weeks ago

Reno, Nevada, United States Desert IT Solutions Full time
Job Overview

Reports to: IT Support Manager

Compensation: $40,000 – $50,000 Annually

Key Responsibilities
  • Provide support and troubleshooting for complex hardware, software, network, mobile device, remote user, and telecommunication issues within a large organizational setting.
  • Assist users remotely with desktop, server, point of sale, and business management applications, as well as software updates and troubleshooting.
  • Conduct occasional on-site visits to clients when remote assistance is insufficient.
  • Resolve software application errors, printer issues, and shared resource access problems, including hardware and software configurations, OS patch management, and basic network and server troubleshooting.
  • Identify and escalate Major Incidents using established IT escalation protocols.
  • Document all activities in a ticket tracking system and ensure proper routing of incidents to relevant IT teams.
  • Contribute to the creation of knowledgebase articles, checklists, FAQs, and user training materials.
  • Adhere to all standard service desk policies and procedures.
  • Address customer inquiries, guiding them in the operation and maintenance of systems and equipment.
  • Demonstrate a willingness to learn industry-specific and proprietary management systems.
  • Perform network administration tasks, including user account permissions and Active Directory modifications.
  • Follow up with clients to confirm complete and satisfactory issue resolution.
  • Maintain accurate and timely information in the ticketing system in accordance with departmental policies.
  • Collaborate with colleagues to develop technical solutions.
  • Handle daily help desk support requests and assigned projects that require interaction with other company divisions.
  • Take on additional responsibilities as needed.
  • Possess reliable transportation and be prepared to travel to client sites as required.
Required Skills and Competencies
  • At least 3 years of recent experience in support and troubleshooting across various Windows operating systems and applications.
  • A minimum of 2 years in a customer service role within an IT support environment.
  • Comprehensive knowledge of Windows server and desktop operating systems.
  • Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, as well as Active Directory and Exchange.
  • Familiarity with supporting TCP/IP, cabling, IP phones, workstation connectivity, printer connectivity, and Active Directory administration.
  • Ability to provide remote desktop support effectively.
  • Experience with remote support tools such as VNC, LogMeIn, and RDP.
  • Strong multitasking abilities and excellent communication skills.
  • Solid organizational skills with a keen attention to detail.
  • Exceptional written and verbal communication skills.
  • Strong analytical and problem-solving capabilities.
  • Flexibility to work in a 24x7 help desk environment, including holidays and shifts as necessary.
  • Ability to adapt to changing shift requirements based on coverage needs.
  • Quick learner with a self-sufficient approach to training.
  • Ability to handle stressful situations and manage frustrated customers calmly.
  • Dependable and accurate in task completion with a strong focus on detail.
  • Demonstrated ability to work independently with minimal supervision.
  • Adherence to internal IT policies and procedures related to helpdesk operations.
  • Proactive and independent, with a willingness to share knowledge.
  • Strong customer service orientation and problem-solving skills.
  • Capability to thrive in a fast-paced work environment.
Preferred Qualifications
  • 2-4 year degree in a technical field.
  • At least 1 year of experience in the hospitality sector.
  • IT-related certifications such as A+, Network+, Security+, ITIL, or MCP are preferred.
  • Basic understanding of ITIL principles.
  • Familiarity with application architecture principles and technologies related to client/server and web-based systems.
  • Basic knowledge of networking concepts, including LAN/WLAN/WAN, TCP/IP, and VPN technologies.
  • Understanding of network and server equipment types, such as firewalls, routers, and switches.
  • Experience supporting remote users over VPN technologies.
  • Knowledge of Active Directory and user account management.

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