System Support Specialist

Position Summary:

Under general direction from the IT Operations Manager, responsible for providing advanced technical support, assisting engineers and analysts while resolving escalated issues from the Help Desk team. This role offers an opportunity to develop your technical expertise while supporting critical IT systems and infrastructure. Ability to complete installation and maintenance of software, hardware, and related peripherals while ensuring optimal system performance. Provides hardware and software support for users according to established policies and procedures in a timely, professional and accurate manner.  Maintains confidentiality of all privileged information.

Essential Duties & Responsibilities:

• Provide advanced troubleshooting and resolution for hardware, software, and network issues escalated by Tier 1 Help Desk Technicians.
• Assist in diagnosing and resolving complex system issues, collaborating with Tier 3 Engineers when necessary.
• Maintain a high level of customer satisfaction by effectively addressing user concerns and providing clear communication.
• Perform basic system administration tasks, including user account management, permissions, and group policy updates.
• Monitor system performance, ensuring proper functionality and availability of IT resources.
• Apply patches, updates, and configurations under the guidance of Systems Engineers.
• Assist with network monitoring and troubleshooting, escalating critical issues to Network Engineers.
• Support the deployment and maintenance of network devices, such as switches, routers, and wireless access points.
• Document network configurations and changes as directed.
• Provide first-line support for business applications, escalating complex issues to Applications Analysts as needed.
• Collaborate with application teams to test and deploy updates or patches.
• Assist with user training and create documentation for application usage.
• Assist in IT project implementation, including deployments, migrations, and system upgrades.
• Provide input and feedback on system designs and operational procedures.
• Maintain detailed logs of support requests, resolutions, and system changes in the organization’s ticketing system.
• Prepare technical documentation for internal IT use, including troubleshooting steps, system configurations, and operational procedures.
• Create user-facing guides and FAQs to address common issues and reduce repeat support requests.
• Monitor system logs and alerts, proactively identifying and addressing potential issues before they affect operations.
• Generate and present reports on system health, ticket trends, and recurring issues to senior IT staff for strategic planning.
• Ensure compliance with documentation standards and update records with the latest changes.
• Test new systems, hardware, and software in controlled environments to identify potential issues before full deployment.
• Assist with the rollout of new technologies, including user training, hardware distribution, and support during transition periods.
• Contribute to system design discussions by providing feedback on operational requirements and potential challenges.
• Maintain project timelines and milestones, ensuring assigned tasks are completed on schedule.
• Continuously update knowledge of emerging IT trends and technologies to provide innovative solutions and stay aligned with industry standards.
• Maintain a high level of professionalism and customer service when interacting with users and team members.
• Uphold a culture of knowledge sharing by mentoring Tier 1 Help Desk technicians and providing informal training.
• Participate in disaster recovery and business continuity planning, testing, and execution.
• Performs other duties as required.

 

Direct Reports:  None.

Access to Sensitive Areas:  All areas when accompanied by authorized personnel and/or security. 

Signatory Authority:  None.

 

Minimum Qualifications:

Associate’s Degree in Computer Science or related field required.  Bachelor’s Degree in Computer Science or related field preferred.  Two (2) years of progressive work experience in computer desktop support or an equivalent combination of education and experience.  Certifications in A+, Network+, Aruba, and Microsoft are preferred.  Excellent interpersonal skills, written and verbal communication, proven analytical and problem-solving abilities are required.   Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license. 

 

Knowledge, Skills and Abilities:

• Knowledge of computer operating systems, applications, hardware, including Microsoft Server software, Microsoft Office Suite and other related software.
• Knowledge of Microsoft certifications.
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Skill in preparing, reviewing, and analyzing operational and technical reports and manuals.
• Ability to analyze operational requirements and assess technology and capacity requirements.
• Ability to implement, test, troubleshoot, and maintain network systems software.
• Ability to exercise independent judgment.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to maintain confidentiality.
• Ability to work independently and meet strict time lines.
• Ability to communicate efficiently and effectively both verbally and in writing.

 

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, color vision, and the ability to adjust focus.

 

Work Environment:

While performing the duties of this position, the work environment is occasionally noisy and the employee will work indoors. Additionally, the employee may be exposed to cigarette smoke.


Must be able to work Nights, Weekends, and Holidays