IT Services Support Specialist

Job Purpose and Scope:
A Computer Support Specialist is the first point of contact for computer users. He / She have the primary responsibility to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain user service. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. As an IT professional He / She is also required to have a working knowledge of Windows Servers, Active directory, DNS, DHCP, Windows Update and backup processes and be able to provide general server support under the supervision of the system administrator.

Summary of Responsibilities:
Responsibilities include, but are not limited to, help desk requests, troubleshooting, computer hardware, new PC installation and configuration, peripheral device maintenance, wireless installations, Active Directory maintenance, backups, imaging, administrative duties and any other duties assigned by IT services. Must be able to apply troubleshooting techniques to identify problems and research solutions. Must be able to do heavy lifting (40lbs.), be detail oriented and possess excellent communication skills and organizational skills.

Essential Functions:
-Primary contact for user help desk requests provides resolution of issues and basic training services.
-Responsible for installation, moves, additions, changes and troubleshooting for workstations, printers and peripherals.
-Maintains and adds user and computer accounts to AD as required.
-Performs troubleshooting for DNS, AD, Terminal Server, WSUS, Server 2019 to 2025, Windows 11, Internet connections, Switches, Routers and DHCP issues.
-Works with vendor support contacts to resolve technical problems with desktop and server computing equipment and software.
-Responsible for proactive maintenance computers, printers, scanners, laptops and any other equipment utilized by the company that is the responsibility of the IT department.
-Manages the return and repair of defective hardware including warranty repair/replacement.
-Performs predefined routine maintenance functions on network servers and peripherals.
-Performs, monitors and verifies various predefined computer processes and reports results on a defined schedule to various departments.
-Documents standard work procedures and identifies ways to improve user support and efficiency.
-Maintain inventory of all hardware and software resources and parts.
-Any other duty assigned in any department that is deemed necessary by the company.

Skill Requirements:
- Demonstrated experience supporting corporate user groups of 50 users or more.
- Experience in Microsoft Windows desktop and notebook computers. Including set up, imaging best practices, maintaining and troubleshooting.
- Experience maintaining and troubleshooting DNS, DHCP, AD, WUS, Server 2019 to 2025, Windows 11, Internet connections, Switches, Routers.
- Experience with Apple Mac OS a plus.
- Experience in installations of hardware and software. Including set up, maintenance and troubleshooting.
- Experience in network communications including set up, maintaining and troubleshooting.
- Basic maintenance of wireless systems, network security and computing equipment.
- Basic understanding of backup techniques and procedures.
- Help Desk and/or Call Center Technical Support experience desired.

Work Values:
- Contributes to a continuous learning and process improvement environment.
- Shares knowledge with others.
- Respectful of others without regard to technical proficiency.
- Translates business and department's needs into individual objectives.
- Contributes to team environment.
- Strong verbal, written and listening communication skills, including the ability to communicate technical issues with non-technical people.
- Strong problem-solving and decision-making skills.
- Strong commitment to results with timely attention to detail and quality.
- Demonstrated ability to manage multiple priorities and projects under time sensitive constraints.
- Ability to work independently.

Education and Experience Requirements:
- Associate degree in an IT related technical discipline, IT Technical Certification and Training or equivalent experience.
- 2 – 5 years of progressively responsible experience in a networked Windows desktop/server support and a Help Desk support role. Apple support experience a plus.
- 1 – 3 years experience performing administrative level functions in a Windows Domain environment.
- Demonstrated ability to operate and support a Windows Server 2019, 2022, 2025 Domain Environment.
- A+, Network+ and/or Microsoft Certifications desired or ability to demonstrate equivalent skills.

Benefits:

• Competitive base salary with ongoing growth opportunities
• Complete benefits package:
  • Co. paid HSA medical plan
  • Co. paid Dental
  • Co. paid Life
  • Supplemental Life Insurance
  • Vision Insurance
  • Short and Long Term Disability Insurance
  • Retirement with Company contributions
• 20 Paid Time Off days per year, plus 9 holidays
• Subsidized lunch on-site

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