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IT Systems Specialist - 3rd shift (Green Card or Citizenship required for this position)

Gray, Maine

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"

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