IT Support Specialist
- User Support: Provide technical support in Jira Service Desk for hardware and software issues, troubleshooting desktops, laptops, printers, and peripherals.
- Hardware Maintenance: Install, configure, and maintain computer hardware components such as CPUs, RAM, hard drives, and network interface cards (NICs).
- Asset Management: Maintain an accurate inventory of IT assets, including hardware and software.
- Software Installation and Configuration: Install, upgrade, and configure operating systems, software applications, and device drivers.
- Network Troubleshooting: Identify and resolve basic network connectivity issues, including LAN cables, switches, and routers.
- Remote Assistance: Provide remote support via remote desktop tools, phone, or email.
- Documentation: Create and update documentation, user manuals, and knowledge base articles.
- Troubleshooting and Diagnosis: Diagnose hardware and software problems using diagnostic tools and problem-solving techniques.
- Routine Maintenance: Perform system updates, patches, and backups to ensure reliability and security.
- Process Improvement: Focuses on optimizing processes, implementing new technologies, and ensuring that the team follows best practices.
- Compliance: Ensure compliance with IT policies and standards.
- Collaboration: Work with second level support teams or network administrators for complex technical issues.
- Bachelor’s degree preferred; equivalent combination of education and relevant work experience will be considered.
- 2+ years as a Helpdesk, Desktop Support, or Systems Admin role in a corporate service desk environment.
- 1+ years as a Microsoft Administrator in an O365 cloud environment.
- Expert familiarity with ticketing systems and remote support tools.
- Experience managing devices within the Microsoft 365 environment.
- Knowledge of Windows and macOS operating systems, as well as common productivity software including Microsoft Office, AI Tools, etc.
- Strong knowledge of computer hardware, including CPUs, RAM, hard drives, NICs, and peripherals.
- Proficiency in installing, configuring, and upgrading software applications, operating systems, and device drivers.
- Ability to efficiently diagnose and resolve hardware and software issues using diagnostic tools and problem-solving techniques.
- Proficiency in Microsoft 365 administration, including user management and licensing.
- Familiarity with SharePoint, Exchange, Teams, and OneDrive.
- Experience with Microsoft Teams administration.
- Knowledge of Azure AD for identity management.
- Ability to configure advanced security settings in Microsoft 365.
- Knowledge of user account creation, modification, and permissions management.
- Excellent customer service skills for assisting end users effectively and professionally.
- Familiarity with remote support tools and techniques for providing desktop and mobile support across multiple locations.
- Strong documentation skills — ability to create and maintain documentation, user manuals, and knowledge base articles.
- Experience documenting and reporting incidents and service requests in a service desk or ticketing system.
- Commitment to following up on resolved issues to verify user satisfaction.
- Must have the ability to travel.
- Must have the ability to lift a minimum of 35 pounds.
- Must have the ability to stand, walk, and perform repetitive tasks for extended periods.
- Must be able to remain in a stationary position for extended periods of time.
- Safety First
- Delight Customers
- One Team
- Relentless Improvement
- Fast, Frugal, and Scrappy
- Respectful Collaboration
- Positive Legacy
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