Job Summary/Overview

IT Support Specialists provide technical support, advice, and assistance to associates and clients with technical, hardware, and software system problems. Specialists deal directly with end users and must effectively communicate answers in a way they can understand.

Essential Duties:

• Track and update all instances of support by creating IT tickets using ticket-tracking software Ability to diagnose basic IT and computer systems issues; hardware, software, networking, server, VPN and operator problems
• Knowledge and ability to administer and maintain client servers in a production environment
• Responsible for meeting Client Service (SLA) goals for our service ticket processing
• Good working knowledge of the Microsoft Business Technologies including: Windows Server (all versions), Active Directory, Exchange Server, Internet Information Services (IIS)
• Experience with LAN/WAN/VPN networks and network equipment (Cisco)
• Intermediate to Advanced experience with the Microsoft Office suite
• Service ticket processing, troubleshooting & research business application, PC, server and network hardware errors
• Possess working knowledge of common information technologies and systems
• Manage multiple projects simultaneously while maintaining high customer service standards
• Communicating complex concepts to a general audience
• Troubleshooting common IT problems
• Seeing the client’s technical issues to resolution in a professional and time efficient manner.
• Intermediate desktop/PC troubleshooting skills

Technical Skills:

• Expertise with Microsoft Products
• Office / Office 365
• Strong Knowledge of Computer Hardware (CompTIA A+ certification preferred)
• Intermediate Knowledge of Remote Desktop
• Intermediate Knowledge of Software Installation Procedures
• Strong skills in Email transport and Filtering technologies

Supervisory: No

Minimum education preferred of the position:

Bachelor's degree preferred, especially with a major in Business, Computer Science, Information Systems or Engineering, or equivalent work experience.

Minimum certification/license preferred of the position:

Annual security awareness training and familiarity of modern security standards.

Minimum experience preferred of the position:

One or more years’ experience required.

Physical Requirements:

Must be able to sit for long periods of time and lift up to 50 pounds.

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