IT Support Specialist
4 weeks ago
We are seeking a highly skilled IT Support Specialist to join our team at FirstPRO. The successful candidate will provide daily Tier 1 support, diagnose and resolve technical issues, and assist with technology and operational projects.
Key Responsibilities- Implement industry best practices and policies based on expert knowledge and organizational needs.
- Identify, research, and resolve complex end-user technical problems, providing user training as needed.
- Deliver high-quality customer service by addressing inquiries, concerns, and complaints in a professional and courteous manner.
- Develop documentation and instructions for standard operating procedures.
- Collaborate with users and IT staff to determine and develop specific information systems requirements and processes.
- Recommend, schedule, and perform PC, hardware, and peripheral equipment improvements, upgrades, patches, and repairs.
- Perform installation, setup, configuration, and troubleshooting for PCs, mobile devices, and various peripherals.
- Assist in the implementation of systems, including applications, databases, networks, and related systems.
- Assist in developing long-term strategies and capacity planning to meet future needs.
- Implement and support Microsoft-related technologies, including Windows Server & Desktop, SQL, Office 365, Intune, Duo, etc.
- Interact with vendors to support customer-specific line of practice management applications, copiers/printers, internet service providers, etc.
- Implement and support remote access solutions, including VPN, Remote Desktop, and other remote access packages.
- Review remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Backup the monitoring of security systems and alerts.
- Help provide information for regulatory examinations, audits, vendor due diligence, and risk management processes.
- Learn continuously by attending industry seminars, webinars, and other training programs, ensuring licenses are properly maintained.
- Timely completion of own performance evaluation.
- Other duties related to FirstPRO's operations or mission as assigned.
- At least 2 years' experience as an IT Help Desk Specialist or a similar role.
- Strong knowledge of computer hardware, operating systems, and software applications.
- Proficient in troubleshooting hardware and software issues on desktops, laptops, printers, and peripherals.
- Basic understanding of networking principles and protocols.
- Familiarity with remote support tools and techniques.
- Excellent communication and interpersonal skills, with the ability to provide technical assistance in a clear and concise manner.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Ability to work timely and independently, prioritizing multiple and possibly conflicting tasks.
- Customer service-oriented mindset with a focus on providing a positive user experience.
- Detail-orientation with strong documentation and record-keeping abilities.
- Ability to manage and resolve conflicts or difficult situations with end-users.
- Knowledge of mobile devices, such as smartphones and tablets, preferred.
- Ability to adapt to changing technologies and learn new software applications quickly.
- Ability to work flexible and weekend hours as needed.
- Previous experience in a financial institution preferred.
- Required Education, Training, Certifications, or Licensing: High School diploma, GED, or foreign country equivalent; post-secondary coursework in Computer Information Systems, management information systems, information technology, or a related field preferred; appropriate technical certifications (A+, MCSA, etc.) preferred.
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