IT/Telecom Support Specialist II
1 week ago
US Citizen and GC Holder ONLY
Reporting directly to the IT/Telecom Support Supervisor, the IT/Telecom Support Specialist II will provide IT support to our client. Your responsibilities will include configuration and deployment of desktops/laptops/mobile devices, end-user support and troubleshooting, and Microsoft application support.
Essential Functions
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- In Help Desk support, the IT Support Specialist acknowledges assigned Help Desk tickets in a timely manner. This employee resolves tickets and documents the solution in the Help Desk database using the Help Desk software.
- In PC support and troubleshooting, the IT Support Specialist configures and deploys new desktops/laptops/tablets/printers; troubleshoots existing devices and peripherals; and installs and troubleshoots both standard and specialized applications.
- The IT Support Specialist provides thorough and timely support to our Enterprise facilities, such as ice rinks, indoor tennis facilities, and a public garden, to ensure point-of-sale systems are operational for ticket sales.
- The IT Support Specialist II delivers exceptional end-user support with a client-focused approach, engaging the user throughout the support process.
Duties may include, but are not limited to, the following:
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- As an IT Support Specialist II, you will be responsible for aiding in one or more functional areas such as desktop support, mobile devices, telecommunications, software support, peripherals, and file server access. You will be required to respond promptly to Help Desk tickets, document all work done, and provide thorough service to customers. Additionally, you will troubleshoot hardware and software problems, printers, PCs, and LAN connections. Your duties will also include installing software patches, fixes, and updates, as well as scanning for viruses and malware to detect and clean infections.
- Install, configure, and test hardware/software and peripheral equipment. Perform research to resolve problems, seeking help from a more experienced Tech Team member or supervisor when necessary.
- Under supervision, conduct system analysis to determine end-user needs for new software or hardware. Develop plans for configuring, testing, and installing systems, research hardware and software capabilities, compatibility, and other characteristics.
- Participate in performing network administration tasks; under direction, add, delete, and modify objects in Active Directory; give immediate attention to common end-user problems; assist in monitoring the status of the file servers; and perform preventive maintenance.
- Under direction, place service calls to providers during outages or intermittent problems; perform troubleshooting and remedies under the direction of the WAN administrator; receive alarms from the network monitoring system and take appropriate action to correct them.
- Keep the supervisor informed of work activities, progress, and problems. Participate in the development and recommendation of standards, policies, and procedures; assist in developing goals and objectives. Create project plans for migrations and implementation of new systems; prepare end-user and technical documentation.
- Maintain up-to-date knowledge of hardware and software in use at the Commission. Operate computers proficiently with advanced knowledge of core software used in the Commission, including Microsoft Office 365 and specialized software.
- Effectively communicate in writing and orally, including oral presentation at meetings.
- Frequent travel to Park sites (valid driver's license required).
- Weekend coverage rotation, as needed.
Essential Skills and Characteristics:
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- Excellent analytical, logical thinking, and problem-solving skills.
- Effective communication skills, including speaking, writing, and active listening.
- Ability to communicate technical information to fellow team members and non-technical staff.
- Collaborative with a strong work ethic, a cooperative spirit, and creative thinking.
- Adaptable and willing to learn new technologies and applications.
- Must have the ability to multitask.
- Client-focused
- Ability to work independently or with a team.
Preferred Skills and Experience:
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- Microsoft Windows 10/11
- Point-of-sale systems
- Microsoft Office 365
- SCCM - Configuration Manager knowledge
- Active Directory
- Computer Imaging
- Experience with IT asset Inventory management
- Networking knowledge
- Experience with client support
Work is performed in an office setting and remote sites. Work involves walking, standing,
bending, crouching, and may carry equipment and supplies up to 49 pounds. Work must be
performed accurately and may require occasional overtime, after-hours, weekend, or on-call
work.
Minimum Qualifications
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- Associate's Degree in Computer Science, Information Management Systems, or any related field.
- Three (3) years of experience in information technology support functions.
- An equivalent combination of education and experience may be substituted, which together when total five (5) years.
- Depending upon the area of assignment, a valid driver's license in accordance with both State and Commission rules and regulations. Driver's license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee's ability to drive Commission vehicles or perform driving duties required by the position of assignment.
- Pass the Commission medical examination.
Classification Specification - IT/Telecom Support Specialist II
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
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