The IT Support Specialist will provide technical support for users by assessing and troubleshooting computer user support problems such as password resets, desktop issues and specialized applications problems. This position works within a team and serves as an initial point of contact for troubleshooting personal computer (PC) hardware, software and printer problems. In addition to providing both phone and in-person support, the IT Support Specialist remotely works on computer equipment using authorized remote-control tools and software while closely following national and local policies and procedures. 

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES 

Skilled proficiency utilizing and troubleshooting Windows Operating System and Microsoft Office

Working knowledge and proficient understanding in the use of Active Directory

Knowledge of IT terminology and best practices

Ability to troubleshoot and resolve computer hardware, software, desktop server and network issues

Ability to reset local / network passwords and to add / remove users

Excellent problem resolution skills with ability to properly and successfully address customer needs / requests

Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations

Excellent verbal and written communications skills with ability to write routine reports and correspondence

Excellent analytical skills with ability to troubleshoot computer / network related issues.

Ability to learn and apply new knowledge in a fast-paced environment

Detail-oriented with ability to manage multiple projects and priorities

Ability to effectively work both independently and in a team environment

Confidentiality: has access to sensitive and confidential data

· Technical: incident management systems and service reporting metrics, hosted and SaaS based solutions, all current Compute/Mobile operating systems and management platforms, networking technologies, including Cellular, WLAN, Ethernet and Broadband, Scripting tools/languages for administration and audit, current client based Unified Threat management systems and security suites.

· Personal Attributes/Skills: Adaptable, analytical, ethics/integrity, conflict resolution, detail oriented, influence/persuasion, interpersonal skills, listening skills, negotiations, problem solving, and time management. Keen sense of accuracy, urgency and attention to detail, as well as ability to follow directions/procedures, and work in a fast-paced, time sensitive environment with frequent interruptions and distractions.

· Physical Demands/Work Environment: Typically, work is performed in an office environment with frequent sitting, walking, standing, and occasionally reaching, lifting, climbing, stooping, kneeling, crouching, and balancing. Occasional visits to site locations may expose this position to outside weather conditions, construction equipment, loud noise and vibration, traffic, and the need to traverse un-cleared, uneven and rough land. Frequent use of eye, hand, and finger coordination enabling the use of office equipment. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as a telephone and email.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations in the English language (Bilingual in Spanish preferred but not necessary). Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, customers, and the general public.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Windows: 1 year (Preferred)
• IT Support Service: 1 year (Preferred)
• Microsoft Office Operation Systems: 1 year (Preferred)
• Linux: 1 year (Preferred)

Work Location: In person