IT Support Specialist

Description

THE BASICS

Job Title: IT Support Specialist

Location: Corporate

Reports To: DIRECTOR OF INFORMATION TECHNOLOGY

Classification: Exempt

Schedule: Varying hours within our standard business hours of Monday – Friday 8:30am – 5:30pm and Saturday 10:00am – 5:00pm CST (with additional flexibility for Sunday when properties are open) 

JOB SUMMARY

An IT Support Specialist will be highly motivated and experienced in supporting hundreds of end users and their devices. The IT Support Specialist role provides tools, knowledge, resources, and guidance to internal users. This support encompasses all activities and technologies related to a leading-edge enterprise office environment, including desktop/mobile hardware & software (Windows, IOS & Android), AV distribution and networking. As a key contact for end users, the IT Support Specialist will provide on-site and remote support for system problems and inquiries from HQ, corporate office and on-site users. The ideal candidate will thrive in a dynamic environment. There is no such thing as a typical day, as each day will be different; some will be reactive, and other days will be driving forward with projects to ensure stability and consistency in all technology platforms. This position requires dedication, persistence, follow-up, effective utilization of provided resources, and unbeatable customer service skills. 

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

ESSENTIAL DUTIES:

• Maintain Microsoft 365 management and effectively assist in troubleshooting issues with end-users
• Assist in large IT Projects
• Help define Technology & Infrastructure strategy across portfolio
• Azure Active Directory management with Ability to create, edit, delete users, and manage permissions
• Demonstrate working knowledge of installing Print server management (drivers, sharing, add, remove, etc.)
• Demonstrate knowledge of web management software
• Provisioning of firewalls, routers, switches
• Install and maintain antivirus software
• Windows 10/11 troubleshooting
• Microsoft SharePoint administration
• Effectively handle all tiers of networking
• Monitor support services and updating service request information
• Providing onsite support as needed
• Answer technical support calls
• Work with other staff members and vendor support resources to resolve issues
• Participate in ongoing training; prepare and present service reports
• Provide active and effective listening skills to problems and concerns presented by every internal and external customer in order to effectively remediate issues

Requirements

EDUCATION & EXPERIENCE:

• 5 years or more of related experience NZ: as this is a less-tenured role, do we need to require 5+ years of experience? Just want to check before finalizing.
• Net+/A+ Certification or equivalent experience
• Experience in customer service or support center systems
• Excellent working knowledge of computer systems, security, network and phone systems

Additional Skills Preferred (not required):

• VLAN Configuration Experience
• VoIP - Hosted Solutions as well as local Asterisk-based
• Scripting (Batch files, PowerShell, etc.)

KNOWLEDGE & SKILLS:

• Extensive Technical System Knowledge – Proven experience with required software and system platforms
• Communication Skills – Ability to communicate effectively when speaking. Writing skills must demonstrate clear and concise messages, while still coming across as supportive.
• Natural Collaborator – Demonstrated ability to invite diverse perspectives, promote an inclusive work environment and support workforce diversity
• Values Integrity – Proven strength in exercising sound judgement and observing the highest degree of confidentiality.
• Problem Solving –Ability to find a solution for or to deal proactively with work-related problems.
• Customer Service – Must possess a genuine, service-oriented client engagement approach
• Project Management – Ability to organize and direct a project to completion
• Detail Oriented – Ability to pay attention to the minute details of a project or task
• Technical Knowledge – Must have basic federal, state and local employment law knowledge
• Leadership Skills – Strong supervisory and leadership skills
• Flexible Work Style – Adaptability to the needs of the organization and employees
• Organizational Skills – Ability to prioritize tasks; asks questions when target goals or dates overlap
• Computer Skills – Subject-matter-expert knowledge of data analysis techniques and tools and Microsoft Office applications including Word, Excel, and PowerPoint.

WORK ENVIRONMENT & TRAVEL

The physical environment requires the IT Support Specialist to work inside a climate-controlled office space.

TRAVEL

30% or less