IT Support Specialist I

2 weeks ago

Castle Rock, Colorado, United States GCI Full time
Position Overview

GCI's IT Support Specialist I is tasked with delivering both on-site and remote technical assistance to company personnel and contractors regarding their desktop hardware, software, and operating system inquiries and challenges.

KEY RESPONSIBILITIES:
Develop, implement, and assess IT solutions that enhance business operations, improving processes, applications, and utilities, while offering technical support for desktop hardware, software, and operating system challenges in accordance with established protocols.

CORE COMPETENCIES:
  • OWNERSHIP: Accepts responsibility for actions and outcomes; welcomes constructive feedback and shows a commitment to personal growth through training and skill enhancement.
  • INTERPERSONAL SKILLS: Engages with colleagues and clients in a manner that fosters trust, confidence, and respect; adheres to GCI's Code of Conduct.
  • ADHERENCE: Complies with internal regulations; safeguards confidential information; follows GCI's Code of Business Conduct & Ethics.
  • CUSTOMER SERVICE: Exhibits a strong commitment to service excellence; prioritizes customer satisfaction.
  • DEPENDABILITY: Consistently completes assigned tasks as expected; demonstrates punctuality in meetings, training, and other obligations.
  • OUTCOMES: Utilizes job knowledge, initiative, sound judgment, creativity, flexibility, and problem-solving skills. The ability to manage multiple tasks and adapt to shifting priorities is crucial.
  • SAFETY: Promotes a secure work environment by adhering to all safety protocols; complies with relevant security policies.
  • Proficient in computer operations and MS Office applications (e.g., Outlook, Teams, Word, Excel) to effectively perform job responsibilities, including utilizing the company intranet and accurately managing data.
  • TEAMWORK: Collaborates effectively with others to achieve shared goals; maintains positive relationships even in challenging situations. Capable of building and sustaining effective working relationships with clients, management, and peers.
  • COMMUNICATION: Articulates thoughts and ideas clearly and professionally.
    • Possesses strong interpersonal and communication skills, both written and verbal, when interacting with technical and non-technical clients.
    • Demonstrates excellent documentation and organizational abilities.
    • Exhibits strong active listening and problem-solving skills, with the capacity to analyze, troubleshoot, and resolve user issues using unified communication tools and in-person support.
  • Installation and configuration of current Windows operating systems, Mac OS, Intel-based desktops, laptops, and mobile devices, as well as IP-based wired and wireless networks, MS Office applications, ticketing systems, and Point-of-Sale solutions.
  • Support for Apple OS and iOS applications, including upgrades and general troubleshooting.
  • Utilization of JAMF for installations, configurations, and recovery solutions.
  • Deployment tools necessary for creating and distributing images in a corporate environment.
  • Setup and configuration of local and network-attached devices.
  • Understanding of industry standards for network cabling, wireless networks, and the installation and maintenance of computer systems' hardware and software.
  • Familiarity with remote access tools such as Beyond Trust Remote Support/Bomgar for addressing and coordinating remote computer issues and software installations.
Position Classification

Job Title: IT Support Specialist I

Grade Level: T05

Additional Job Requirements:

This is an entry-level role within the IT desktop career track. A foundational understanding of telecommunications is necessary; the role involves providing technical assistance to employees and contractors regarding computer hardware, software, and operating system configurations and issues. Technical support will be delivered in person, remotely, and through unified communication methods. Under close supervision, the individual will perform basic troubleshooting, analysis, and resolution of computer hardware and software support challenges.
  • Collaborate with internal staff and external contractors to analyze, troubleshoot, and resolve computer hardware and software support challenges.
  • Image and deploy desktops, laptops, and mobile devices as required for new hires, local and remote repairs, and upgrades, while providing informal training on computer applications and hardware best practices, and delivering customer service from the front desk.
  • Update and resolve Tier II support tickets based on priority in the Cherwell and JIRA ticketing systems, documenting root causes and detailed resolutions as tasks are completed.
  • Utilize standard diagnostic tools to troubleshoot and resolve issues with Windows and Mac OS computers, mobile devices, network connections, point-of-sale systems, printers, and IP phones.
  • Maintain current Desktop Services Standard Operating Procedures (SOPs) and regularly update any changes through the Knowledge Support Center using enterprise knowledge article repositories.
  • Prepare equipment for shipping and warehouse pickup. Receive, document, and inventory incoming packages.
Minimum Qualifications:

Required:
  • High School diploma or equivalent.
  • At least two (2) years of experience in technical customer support for desktop users with hardware and/or software applications.
Preferred:
  • Associate degree in information technology/systems, computer science, communications, electronics, telecommunications, or a related field.
  • Experience in telecommunications.
  • CompTIA A+ or CompTIA Network+ certification.
  • ITIL Foundations/ACSP/MCP/MCDST/HDI-DST certifications.
  • Other relevant industry certifications.
Required at ALL Levels
DRIVING REQUIREMENTS:
  • This position may necessitate access to reliable transportation for occasional travel between various locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
  • Work is primarily sedentary, requiring routine computer usage.
  • Ability to work shifts as assigned, in a standard office/home office environment, and operate standard office equipment.
  • Ability to effectively communicate information and ideas to others.
  • Physical agility and effort sufficient to perform job duties safely and effectively.
  • Ability to make sound judgments and decisions.
  • Availability to work additional hours on weekends, holidays, or outside of normal work hours when necessary.
  • Must work well in a team environment and be able to collaborate with a diverse group of individuals and clients.
  • Remote workers must adhere to remote work policies and agreements.
The organization operates in a 24/7 environment, providing essential services and may need to respond to public health and safety matters or other business emergencies. Employees may be contacted outside of core business hours to address immediate emergencies. Diversity, Equity, and Inclusion: At GCI, we cultivate a culture of inclusivity by fostering an environment where diverse perspectives are valued. We enhance our community by empowering a diverse workforce that provides equitable opportunities for all. EEO: GCI is an equal opportunity employer. Qualified candidates are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status protected by applicable law. DISCLAIMER: The information in this description is intended to convey the general nature and level of work performed by employees in this classification. It is not designed to be a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

About Us

Headquartered in Alaska with additional locations throughout the U.S., GCI has been delivering communication and technology services for over 40 years to some of the most remote communities in North America. GCI is a leader in its field, providing telemedicine and online education capabilities to communities across the state and striving to connect the Arctic globally while offering robust services to both consumer and business markets.

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