NETWORK & IT TEAM
Job Details
Network & IT
IT Support Specialist
Summary:
The IT Support Specialist serves as the primary contact for end-user IT support in the company. Responsible for receiving, prioritizing, documenting and actively resolving help desk tickets. Ensures that end-user computer systems and related hardware are operating and maintained properly. Additionally, may assist the Information Systems Manager (ISM) and Chief Technology Officer (CTO) in supporting servers (some in a Virtual environment), networking, and other back-end systems.
Essential Duties and Responsibilities:
Providing support to end users on a variety of issues. Identifying, researching, and resolving technical problems. Documenting, tracking and monitoring issues to ensure timely resolutions in our incident tracking system.
In conjunction with Information Systems Manager (ISM) and Chief Technology Officer (CTO):
Creating and maintaining user accounts for various systems including Office 365, file server, phone, VPN, and our internally developed sites and services.
Providing Windows operating system setup, support, and troubleshooting for desktop and laptop hardware. Installing new software releases and system upgrades.
Managing printers, faxes, scanners, smartphones, tablets, and other end user devices environments as needed.
Inventory and asset management of end user-based IT equipment and software. Defining and upholding preventative maintenance and upgrade cycles for appropriate computers and other devices.
May be required to provide onsite assistance for server, workstation, and networking hardware, with opportunism to take on more responsibility in this area as time progresses.
Interacting with 3rd party vendors and partners (such as AT&T or other ISP) as appropriate to troubleshoot and provide solutions to issues and business opportunities.
Maintaining documentation for processes and procedures relevant to software and hardware supported by role.
Proactively seeking to identify, communicate, and implement process related improvements.
Demonstrating ability to work independently â must be dependable and on time.
Knowledge, Skills and Abilities:
Willingness and Ability to Learn and develop new skills as related to the ever changing IT Field.
Comfortable working with Routers/Firewalls, Network Switches, Windows servers, Workstations and Laptops.
Experience installing applications and operating systems on servers and workstations, including but not limited to SQL, IIS, Active Directory and Group Policy.
Experience with installation of computer cabling a plus.
Must have good customer service skills, time management, and a strong attention to detail.
Understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
Must be able to effectively communicate with users on basic problem resolution.
Ability to foster a sense of urgency, be aggressive in pushing for deadlines and communicating issues, identify and overcome obstacles, as well as proactive in providing status updates on projects.
Credentials and Experience:
2 or more years of work experience as an IT Support Specialist, or similar IT-related role.
Working conditions & Special Requirements:
Vast majority of time spent in an office environment, though some travel with overnight stay will be required to either perform a task or to further one’s education regarding the company. May be required to use a ladder and hand tools to complete some cabling tasks on customer sites.
Come Join the Team
You are invited to apply for any of the available positions at DRMS