IT Support Specialist providing 1st & 2nd level support to employees. Engaging in ticket handling, hardware setup, and managing Microsoft 365 environment.
About the role
- Helpdesk Specialist providing technical support to clients and maintaining IT systems. Collaborating with stakeholders to enhance system functionality and efficiency in a hybrid role.
Responsibilities
- Provide telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications.
- Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
- Review current client IT systems for errors or issues.
- Provide technical end-user support, including researching user complaints, answering technical questions, and assisting with application revisions.
- Collaborate with the client’s Technical Committee to determine system requirements.
- Assist in developing new client IT systems to address and fix current issues.
- Devise ways to add functionality to existing computer systems.
- Create analysis reports representing the cost-benefit of proposed upgrades.
- Assist in implementing new systems ready for deployment.
- Test and troubleshoot implemented plans for efficiency.
- Maintain various records and/or documentation.
- Develop Instruction Manuals.
- Train clients' employees on new systems through training programs and documents.
- Gather and analyze system requirements.
Requirements
- Minimum of five (5) years of experience in business IT environments with emphasis on PC hardware and applications.
- At least two (2) years of comprehensive knowledge of PC operating systems, e.g., DOS, Windows.
- Experience working on a help desk.
- Demonstrated ability to communicate orally and in writing.
- Positive customer service attitude.
- Strong knowledge of computer systems, networks, hardware, and software.
- Ability to analyze and document system requirements, processes, and solutions.
- Skilled in troubleshooting, testing, and resolving system issues.
- Strong organizational and problem-solving skills.
- A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline, or three (3) years of equivalent experience in a related field.
Benefits
- Health insurance plans
- Health Savings Account (HSA)
- Dental
- Vision
- Long-term disability
- Short-term disability
- Basic term life insurance
- Supplemental term life insurance for employees, spouses, and dependents
- Simple IRA
- Parking/Commuting expense reimbursement
- Training/Education
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