Specialist, IT Support

General Summary

This position ensures proper installation, operation and maintenance of employee's hardware and software. The person in this role provides technical support to employees both in-person and remotely. The IT Support Specialist receives, prioritizes, documents and actively resolves end user help requests.

Essential Duties/Responsibilities

• Build and install computer systems (Windows and Mac) and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards

• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.

• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance

• Identify, log and resolve technical problems with software applications or network systems

• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

• Explain and document technical issues in a clear way to clients

• Accurately record, update and document requests using the IT Support ticketing system.

• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation

• Ensure that work is carried out within agreed service levels and in accordance with department guidelines

• Perform user account maintenance in systems and applications related to employee hire, termination and transfers

• Assist with physical and logical security, ensuring that company security controls are functional and operating correctly

• Ensure that the Company is compliant with software licensing, network and systems legal requirements

• Work may require infrequent weekend and evening work and as well as travel to remote locations

• Meet fiscal requirements while ordering new equipment including printers, monitors, computers and other devices

Job Requirements

• Ability to work in a team and prioritize projects

• 2 years of computer knowledge working in Windows, Mac OS X, helpdesk and IT related experience

• Must be knowledgeable in all aspects of computer support, and possess good problem-solving skills

• Solid understanding of UNIX/Linux, Routing, switching, networking, security and general computer repair

• Job requires the ability to manipulate small tools required to repair and replace components in desktop and laptop computers

• Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction. This position is not only a technical worker but often deals directly with the customer (internal), offering advice, training, solutions, and guidance, and will greatly influence the customer opinion of the team.

• Must be able to work with confidential information in a secure and professional way

• Degree or certification in computer or technology related field preferred

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• Employee will regularly be required to work in tight spaces, under desks, in closets, equipment racks, overhead cable management, ceilings and under raised floors

• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits