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IT Support Specialist
2 months ago
Position Summary:
The IT Support Specialist for Enterprise Services delivers technical assistance and direction in resolving end-user challenges related to desktops, laptops, servers, peripherals, telecommunications, mainframe systems, applications, and hardware components.
Key Responsibilities:
Technical Assistance:
Respond to inquiries from end-users concerning technology-related issues.
This includes identifying incidents, conducting research, isolating problems, and following up on first and second-tier issues.
Utilize incident management databases and technology resource center systems.
Support a majority of endpoint devices within the company network.
Advise on system modifications or configurations to minimize user issues. (45%)
System Management:
Conduct system administration tasks, which involve managing the lifecycle of network accounts, permissions, access control lists, and folders for requests, onboarding services, intra-day transfers, and offboarding while ensuring account security protocols are upheld.
Administer and support audio, video, and web conferencing tools. (25%)
Employee Communication & Training:
Facilitate IT-related communications to employees within the organization or its affiliates.
Deliver training sessions and presentations to end-users regularly on various technology aspects and their applications within the organization.
Recommend system adjustments to alleviate user challenges. (15%)
Collaboration with IT Teams:
Engage with other IT personnel to synchronize activities related to testing and deploying new technologies.
Actively participate in user testing, implementation, documentation, and communication efforts for the IT department and end-users. (10%)
Reporting Duties:
Maintain the IT outage request database.
Generate and present various reports to management concerning departmental metrics, benchmarking data, compliance audits, or ad hoc reports as required. (5%)
Additional Responsibilities:
Provide after-hours support and undertake any other responsibilities as assigned. (0-5%)
Qualifications:
A two-year degree in information technology, computer science, or equivalent professional experience is required. (Typically, two years of additional related experience would be necessary for candidates without a bachelor's degree.)
A minimum of one year of relevant technical experience is essential.
Basic related experience is expected.
Fundamental knowledge of client/server, network, mainframe, and application environments.
Microsoft Certified Systems Administrator certification is required within 12 months of hire or equivalent experience.
Demonstrated ability in moderate problem-solving.
Excellent verbal and written communication skills.
Strong analytical and problem-solving capabilities.
Ability to prioritize and manage multiple tasks and projects simultaneously.
Availability for on-call responsibilities on a rotating schedule.
Employees must be capable of performing the essential functions of the position, with or without accommodation.