IT Support Specialist II

5 days ago

Little Rock, Arkansas, United States Southwest Power Pool Full time
Job Title: IT Support Specialist II

Job Summary:

We are seeking an experienced IT Support Specialist II to join our team at Southwest Power Pool. As a key member of our IT department, you will be responsible for providing technical support and assistance to our employees, ensuring the smooth operation of our desktop computers, virtual machines, and applications.

Key Responsibilities:

  • Provide technical support and assistance to employees, troubleshooting and resolving technical issues with desktop computers, virtual machines, and applications.
  • Install, diagnose, repair, maintain, and upgrade desktop and laptop computers, virtual machines, and essential software.
  • Provision logical and physical access for end users, ensuring a seamless experience for our team.
  • Master our internal ticketing system by opening, updating, and closing tickets, communicating effectively with customers to provide timely updates and resolutions.
  • Learn the functions and roles of our Service Desk and assist with completing access forms and related tasks.
  • Get involved with Office 365 administration, including managing Teams and InTune, to support our digital workplace.
  • Contribute to our automation efforts aimed at reducing manual tasks and streamlining processes for greater efficiency.

Requirements:

  • Bachelor's degree in an Information Technology related field, or equivalent experience.
  • Three (3) plus years of infrastructure support experience is required.
  • Two (2) plus years of experience in Provisioning, De-Provisioning access.
  • Experience in Identity and Access Management, including requirements, design, implementation, deployment, and operations.
  • Excellent customer service skills.
  • Strong understanding of Active Directory, security groups, etc.
  • Strong understanding of operating systems, applications, networks, and hardware.
  • Lifecycle Management, Identity & Role Lifecycle Management, and customer-focused IAM implementations.
  • The ability to acquire job-specific skills and certifications through formal and on-the-job training.
  • Basic Knowledge of VDI Infrastructure.
  • Provide advanced network support, hardware break-fix, anti-virus deployment, spyware removal, and software application support.
  • Understanding of and compliance with SPP Policies and Procedures.
  • Technical certification as approved by the supervisor of the IT Support Services team, or the ability to secure such certification within six months of employment.

Preferred Qualifications:

  • Intermediate knowledge of PC architecture, support, and troubleshooting is desired.
  • Intermediate Information technology related certifications.
  • Automation knowledge including batch file and basic scripting.
  • Advanced Certification.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Physical Demands:

  • The physical and mental demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.
  • While performing the duties of this job, the employee is regularly required to make decisions, interpret data, and problem solve.
  • The employee frequently is required to stand or sit for extended periods; use hands to operate a computer keyboard and standard office equipment.
  • The employee may be required to lift and move up to 50 pounds.
  • Requires the ability to work and collaborate with managers and employees at all levels to exchange ideas, information, and opinions to facilitate the task.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
  • Lifting and transporting of heavy to moderately heavy objects such as computers and peripherals.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of workweek are Monday through Friday; 8:00 a.m. to 5:00 p.m. Working extended hours may be required. This position is required to participate in an on-call rotation.

Work Location:

This is a hybrid position located in Little Rock, Arkansas.

Travel Requirement:

This position requires minimal travel (approximately 10%).

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