Information Technology Specialist Level 1

Job Purpose

The IT Specialist I is responsible for providing technical support to our customers as a member of our Service Desk. Support includes network connectivity and incidents, desktop and workstation infrastructure, backup monitoring, operating systems, software, hardware, and peripherals. Responsibilities include handling multiple customer service requests, incoming telephone calls, tickets within the professional services automation system, instant messaging, and electronic mail. The IT Specialist I will investigate and respond to all support requests by following documented processes and procedures with the goal of restoring or fulfilling Information Technology services for clients in the most efficient and professional manner possible.

Key Outcomes

1. Build a robust, knowledgeable team to best support Catalyst customers. 
2. Develop strong business relationships with our customers and prospective customers.
3. Portrayed as a competent and professional technology company by our customers.
4. Honest, trustworthy, creative, smart, customer focused creating customer loyalty.
5. Expand our software and IT services. 
6. Achieve revenue objectives.

Job Tasks 

1. Provide first level support, which includes incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, application of trouble-shooting and analytical skills to identify the root cause, and quickly determine resolution.
2. Diagnose, triage, and escalate incidents and requests to appropriate level two and level three personnel. Respond to incidents, requests for service, and question within required response times and service levels.
3. Provide on-site when required and remote technical support using service desk tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
4. Troubleshoot and repair hardware and software issues on multiple operating systems.
5. Assist in system upgrades and maintenance including add or remove memory, hard drives, video cards, and power supplies.
6. Deploy software and system images for multiple operating systems and hardware.
7. Service desk will be responsible for configuring and supporting various mobile devices and tablets.
8. Work to develop an understanding of standard problems and issues and assist in the creation of technical documentation and processes.
9. Engage in professional development through educational opportunities, training, and certifications provided by Catalyst IT.
10. Ensure that customer needs are being met through timely follow-through and provide a high-quality of customer experience through a professional demeanor.
11. Ensure accurate and timely reporting of all billable time so payroll and customer billing is performed on a timely basis.
12. Be fiscally responsible and provide high quality solutions.

Preferred Qualifications

1. 2+ years end-user support experience in a technology related field, providing Hardware, Software, and Desktop support.
2. Expert knowledge in Microsoft Windows Operating Systems, Microsoft Office suite (Office 365 preferred), desktop deployment technologies, hardware and software components of Windows based computers, smartphones, and tablets.
3. Basic knowledge of Networking and Windows Server Administration fundamentals and concepts a plus. 
4. Experience working with PSA and RMM tools such as ConnectWise Manage and ConnectWise Automate.
5. Strong collaboration skills and the ability to work closely with team members on projects, problem-solving and day-to-day operations.
6. Operate independently and with self-motivation with the ability to balance multiple projects and priorities, while still meeting deadlines.
7. Excellent customer service abilities and strong written and verbal communication skills.
8. Associates or Bachelor degree required, in a technology related field preferred.
9. Passion and strong understanding of the industry and our business' mission

Areas of knowledge

1. Remote Monitoring
2. Microsoft workstation environments including Windows 7, 8, 10 and Office applications
3. Microsoft server environments (Active Directory, Terminal Services)
4. Cloud experience – Office 365
5. Email – Office 365, Google, Email server environments
6. Networking (including routers, firewalls, VPNs, wireless)
7. Anti-virus, Anti-SPAM and Anti-Spyware
8. Backup Solutions
9. Virtual Machine environments (VMWare)

Training

On-going professional training (in-house, webinars and applicable off-site 3rd party training / technology conferences) will be provided by Catalyst IT. Catalyst IT does request you to provide self-directed training through reading, research, webinars and any other applicable media.

Performance Review

Performance will be reviewed on a periodic basis. An annual performance review will occur discussing historical performance and future planning and strategy.