IT Specialist

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents (onsite and remotely); trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; recommends to management the support or nonsupport of evaluated products.

Requirements

• Onsite installation, maintenance, and repair of designated client and/or company equipment
• Technical resource for onsite, pre-scheduled CSAs (client support appointments)
• Provide Support Desk and queue support as necessary, diagnose and resolve advanced issues
• Maintain communication with clients to ensure proper follow-up on issues through to resolution
• Participate in on-call/afterhours support rotation which can include weekends
• Serve as dedicated liaison between Support Team and Project Team
• Collaborate with project staff to create a strategic action plan and cost estimates of materials, time, labor, and other resources required to complete projects
• Facilitate and contribute to the development of project plans and designs
• Recommend and/or analyzes materials, equipment, and practices used in the project
• Assess the competence, capabilities, and resources of vendors
• Analyze equipment, systems, processes, and systems to identify modifications to improve efficiency, increase quality, and reduce costs
• Administrative tasks such as ensure proper recording, documentation, and closure of work tickets, including time entries
• Maintain and update internal technical documentation of both company and clients
• Preserve and grow knowledge of support procedures, products, and service
• Recommend procedure modifications or improvements
• Utilize excellent customer service skills and exceed customer expectations
• Follow company processes and adhere to company standards
• Maintain and meet applicable regulatory requirements
• Perform other duties as assigned

Additional Duties and Responsibilities

• Participate in on-call/after-hours support rotation which can include weekends
• Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interest
• Must Have Background and Skills
• Degree in related field, or equivalent experience
• 7-10 years related experience
• 1-5 years’ experience working in an MSP/CSP environment (preferred)
• Certifications in A+, Security+, Network+
• Advanced broad range technical troubleshooting and issue resolution skills and experience
• Hardware: pc hardware, macs, printers, scanners, computer peripherals, mobile devices, servers
• Software: Windows PC OS and Server OS, Citrix, VMWare, MS Office products, Mac OS
• Knowledge of, and experience with, terminal server environments, networking, LAN, WAN, UTMs
• Ability to communicate technical information, both verbal and written to a wide range of users
• Customer service orientation
• Demonstrated success with multi-tasking and the ability to adapt to ever-changing environment while maintain a clear focus on all priorities
• Experience working in a fast paced, friendly, and team oriented environment
• Excellent oral and written communication skills
• Strong organization skills and acute attention to detail
• Enjoys working with people to solve problems and learn new things
• Must have a reliable personal vehicle
• Must be willing to travel up to 10%

Working Conditions

The workplace for the IT Support Specialist position is in the office and at client sites. While performing the duties of this job, the employee can be exposed to outside weather conditions, especially when travelling to and from client sites. All types of driving conditions can be expected. On rare occasions, the employee will also work in high, and at times, confined and precarious places. The noise level in the work environment can range from low (standard office environment), to moderate to loud (warehouse or datacenter environment) depending on the client site or assignment.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer

Must be able to lift, carry, push, and pull up to 75 lbs. on occasion

Driving- up to, but not limited to, 100 miles per day

Benefits

• Competitive salary and commission structure
• Health, dental, and vision insurance
• Retirement savings plan
• Company-paid Life/AD&D Performance-based service metrics
• Paid holidays
• 16 days PTO first year, expanded plan afterwards
• Incentive Plan for Employee and Client Referrals
• Complimentary gym membership within walking distance of our office
• Ongoing training and professional development opportunities
• Collaborative and dynamic work environment with best-in-class team members
• Opportunity for career advancement within an established company founded in 1995 that continues to grow
• Unparalleled company culture – go ahead and follow us on LinkedIn to see how we walk our talk and provide our associates a truly unique environment to Grow, Lead, Serve, and Do!
• Technical certification & leadership training