IT Support Specialist

Description

Reports to: Vice President of IT

Classification: Full time, Non-Exempt

JOB DESCRIPTION

Summary/Objective

The main goals of the IT Support Specialist position are to provide efficient and effective support creating a durable and sustainable environment based on industry best standards while maintaining a leading edge in technology. The right person will need the ability to multitask in a fast-paced environment, reacting promptly to issues with expedient problem-resolution and learn new technology quickly. Core knowledge of PC hardware, VOIP, LAN/WAN networking, monitoring alerts/alarms, application support, deciphering risk, and contingency planning for backup and disaster recovery.

Essential Functions

Helpdesk

• Ticketing
• Troubleshooting
• Customer Service
• Effective Communication
• Documentation and FAQs

PC Setup/Installs

• Laptops, Desktops, Production Workstations
• Windows Operation System
• Virus Prevention/Detection (Anti-Virus, Anti-Malware, Ransomware)
• Patching
• Rollouts, Standardization
• Backups, Imaging
• Repairing/Rebuilding

Desktop Software

• MS 365 (Word, Excel, Visio, Outlook, OneNote, Teams, OneDrive, SharePoint, Exchange, Edge)
• Google Chrome

Applications

• Communication Systems (Talkdesk, VOIP)
• Zoho CRM
• Loan Management 
• Underwriting Systems
• Tableau

IT Tools

• IP Scanning
• Command Line Troubleshooting (Windows and Linux)
• PowerShell
• Backup Software
• Azure

Onboarding/Offboarding

• Adding, Removing User Accounts
• Password Resets
• Providing Proper Equipment, Software, Applications

Inventory

• Tracking, Assignment
• Decommissioning
• Upgrading, Repurposing
• Licensing, Audit Compliance
• Proposals, Procuring, Vendor Relationships, RMAs

Windows Servers

• Domain Controllers, Active Directory, Group Policies, Login Scripts, DNS, RDP, Command Line

AWS

• Route 53, S3, Glacier, IAMS, VPC, EC2, RDS

Networking

• Diagramming Topology
• Cabling, Patch Panels
• Switches, Routers,
• Firewalls, Policies, DHCP, Reservations
• Routing, Routing Protocols
• VOIP and QoS
• VPN
• VLANs
• Wireless APs
• Backup Configs
• Performance Monitoring, Bandwidth, Packet Captures
• Security, Accessibility

Peripherals

• Multi-function, Network and Local Printers
• Tablets
• Cell Phones
• Office Phones

Facilities

• Cameras
• Door Security Access

Supervisory Responsibility

This position does not have any supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Job duties can include sitting, standing, walking, moving objects as much as 60 lbs. and climbing ladders.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand. 

Requirements

Required Education and Experience

• A minimum of an Associate’s Degree in an IT computer related field with 1+ years of experience.
• Knowledge of business computer hardware
• Experience with operating systems including Windows OS, Linux, Mac OS X, IOS, Android
• Application support experience
• Working knowledge of IT diagnostic utilities
• Ability to set goals and meet objectives
• Adherence to quality problem resolution, done right the first time
• Good written and oral communication skills
• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills of processes and procedures

Additional Eligibility Qualifications

• Ability to conduct research into a wide range of IT issues
• Ability to absorb and retain information and new technology quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Ability to listen and adhere to directions
• Analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Customer service orientation
• Experience working in a team-oriented, collaborative environment

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.