Information Technology Support Specialist

This is a position for someone with 1 to 3 years of experience with a chance to be exposed to an enterprise-computing environment. The qualified candidate should have good technical troubleshooting skills and excellent non-technical communication skills, both in written and oral formats.

Description:

• Able to resolve most customer technical issues

• Able to deal with escalated issues from other IT Team members

• Support new decisions and specialty departments as needed

• Provide installation and support of Apple and some PC hardware and software (including peripheral devices such as printers and USB devices)

• Be able to receive and respond to incoming calls, and/or e-mails regarding workstation and peripheral performance and use requests

• Perform on-site analyze, diagnosis, and resolution of workstation and peripheral problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including remote repair

• Adhere to procedures for logging, reporting and monitoring helpdesk requests. Must create a high level of user satisfaction through accurate timely follow up, strong technical skills, good customer communication and relationship building

• Familiar with Microsoft Active Directory

• Familiar with Microsoft Exchange and Office 365 Administration

• Familiar with MDM

• Be able to resolve, or work with Senior IT staff to identify and resolve more complex issues

• Understand IT Networking, and can follow instructions for on-site changes as needed

• Provide support to staff for other technical equipment as needed

Required Skills:

• Must be fluent in the English language

• Knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 and Windows 10)

• Knowledge of Mac OS X is desirable

• Knowledge of office productivity software such as Microsoft Outlook, Word, Excel, etc.

• Knowledge of basic networking and connectivity – DHCP, DNS, Cabling, etc.

• Knowledge of Antivirus and Spyware removal techniques

• Ability to quickly diagnose and fix problems

• Ability to articulate and maintain attention to technical details

• Ability to open a computer and replace defective components

• The ideal candidate should have strong interpersonal skills and ability to interact favorably with a wide variety of people

• Highly self-motivated and with reasoning skills

• Desire to learn new skills

• Ability to follow through and document issues as well as resolutions

• Ability to work in a team-oriented, collaborative environment

• Ability to operate in a dynamic, fast-paced environment

• Exceptional written, oral and interpersonal communication skills

• Exceptional customer service

• Must be detail oriented

Required experience and qualifications:

• Minimum Bachelor’s degree or its equivalent

• 1-3 years relevant experiences

• Experience with Microsoft Active Directory

• Experience with Microsoft Office 365 Administration

• Working knowledge of a past Helpdesk/Support Ticketing system

• Understanding of networking concepts

• Experience with Windows servers and virtualization technologies

• Is familiar with Media concepts, and willing to learn new things

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