IT Support Specialist

Description:
Position Overview:
Be a proactive and versatile IT Support Specialist working in a small but dynamic team. As the sole IT Support Specialist, you will be responsible for providing general IT support, managing IT systems, and assisting with the overall smooth running of our technical operations. You will be the main point of contact for support related inquiries. Investigate and resolve software and hardware issues reported by end users. Must understand general PC networking, hardware, and Microsoft Products. Understands Salesforce functions and performs basic administrative functions within Salesforce. Understands the troubleshooting process and related concepts. Conducts research regarding the subject matter when needed. This position will communicate across all levels of the organization. This role offers the opportunity to work in a fast-paced, hands-on environment with a high level of responsibility and autonomy.

*Essential Job Functions:*

• Manage IT-related systems including but not limited to: Network, Servers, Office 365, Phone, Access Control, Alarm system and other applicable platforms
• Prioritize and troubleshoot Helpdesk requests and identify and escalate situations requiring urgent attention
• Maintain accurate records of support history and resolution with end users
• Identify and report to management any recurring support issues
• Diagnose and resolve technical hardware and software issues
• Support the setup and maintenance of user accounts, permissions, and access rights across various systems, including Salesforce.
• Manage workstations, iPhones, VOIP devices, printers, and other network devices ensuring all peripherals and software are working properly
• Identify and resolve performance issues as well as potential threats, security breaches, etc., and handles judiciously
• Report all potential integrity breaches, unresolved issues, problems or requests to management
• Apply updates to end users and ensure all devices are protected with up-to-date virus protection
• Assess IT needs for end users – including center staff – and report to IT Manager/Director on an ongoing basis
• Relocate IT/Phone equipment as requested by Department Managers
• Remain current with system information, changes and updates
• Perform admin functions in Salesforce, i.e., password resets, workflows, user set ups
• Develop an understanding of our business processes and how they correlate to our CRM and IT processes
• Any other assigned duties
• Regular and reliable attendance is an essential function of the job

Requirements:
Knowledge, Skills and Abilities:

• Strong interpersonal skills with ability to communicate effectively and professionally within all levels of the organization while remaining customer-focused and results-driven
• Ability to remain patient and calm when dealing with end users at all levels
• Strong customer service skills and the ability to communicate technical information to non-technical users.
• Must be trustworthy with an understanding of confidentiality.
• Must possess strong attention-to-detail skills
• Able to work independently as well as within a team
• Manage multiple priorities effectively
• A proactive problem solver who can take ownership of tasks and find solutions

*Qualifications:*

• Proven experience as an IT Support Specialist, Help Desk Technician, or similar role in a small to medium-sized business environment.
• Proficiency in troubleshooting hardware and software issues.
• Strong understanding of computer systems, networks, and software applications (e.g., Microsoft Office 365, SalesForce).
• Familiarity with basic networking concepts (e.g., TCP/IP, VPN, DHCP, DNS).
• Experience with both Windows and Mac OS platforms
• Basic understanding of security practices and data protection policies.

*Requirements:*

• Associate's degree or Trade School preferred or equivalent work experience in Information Technology
• 2+ years of previous helpdesk experience