As the IT Systems Specialist, you will provide triage, ticket assignment, tier I issue resolution, account management, and systems monitoring. This includes providing accurate and efficient tier I support for issues pertaining to workstations and peripherals; recommending hardware; scheduling, receiving, storing & distributing software, hardware & equipment; and asset tracking. In this role, you with coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting. You will also write and update “how-to”, knowledge-base, and procedure documentation.
What You'll be Doing:
In this role, you will:
- Provide outstanding customer service and a positive support experience by interfacing directly with Company employees on issues, communicating in a clear, concise manner.
- Accurately and efficiently answer help desk calls.
- Collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier II support.
- Provide remote software installation and configuration support.
- Accurately perform account creation, management, and deletion per documented processes and procedures.
- Accurately and timely perform remote connection administration per documented processes and procedures.
- Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures.
- Perform workstation management and adherence to all security requirements.
- Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support.
- Serve as a liaison with departments to coordinate technology needs.
- Troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through.
- Perform basic Windows server administration, including Active Directory and Exchange.
- Follow purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed.
- Follow established processes and standards, identify, and propose improvements, as necessary.
- Perform OS Imaging and deployment.
- Perform Mobile device management.
- Attend meetings as assigned and participate in educational activities to keep skills up to date.
- Demonstrate professionalism at all times.
- Display cooperative behavior and interacts positively and effectively with others to promote a team environment.
- Perform other duties necessary to maintain the overall efficiency and continuity of the dept.
- Be proactive in identifying, reporting, and participating in the resolution of any potential or safety issues.
What We're Looking For:
You must have:
- Experience and ability to thrive in a team oriented, customer service environment.
- Excellent documentation skills, ability to write technical processes and procedures.
- Basic understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365.
- Knowledge of the interoperability of current Windows operating systems with 3rd party applications.
- Knowledge of printer driver and queue creation, installation, management, and troubleshooting.
- Understand principles of computer system operations, networking, Operating Systems, and peripherals.
- Demonstrated hardware maintenance and/or configuration experience.
- Knowledge of one or more scripting languages a plus.
- Desktop and laptop hardware knowledge Dell, HP & Apple.
- Excellent customer service skills.
- Highly effective communication and interpersonal skills.
- Ability to maintain confidentiality.
- U.S. Citizenship or Green Card (Permanent Resident status) - due to government contracts,
Education & Experience:
- 1 – 2 years of help desk, managed service provider or related experience.
- 2 years minimum experience in an IT support role.
This job is 100% onsite, working night shift (3rd shift). If this sounds like a fit for you, please apply at
www.IntWork.com/apply under "IT Systems Specialist - 3rd shift"