IT Specialist

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents (onsite and remotely); trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; recommends to management the support or nonsupport of evaluated products.
Requirements
Onsite installation, maintenance, and repair of designated client and/or company equipment
Technical resource for onsite, pre-scheduled CSAs (client support appointments)
Provide Support Desk and queue support as necessary, diagnose and resolve advanced issues
Maintain communication with clients to ensure proper follow-up on issues through to resolution
Participate in on-call/afterhours support rotation which can include weekends
Serve as dedicated liaison between Support Team and Project Team
Collaborate with project staff to create a strategic action plan and cost estimates of materials, time, labor, and other resources required to complete projects
Facilitate and contribute to the development of project plans and designs
Recommend and/or analyzes materials, equipment, and practices used in the project
Assess the competence, capabilities, and resources of vendors
Analyze equipment, systems, processes, and systems to identify modifications to improve efficiency, increase quality, and reduce costs
Administrative tasks such as ensure proper recording, documentation, and closure of work tickets, including time entries
Maintain and update internal technical documentation of both company and clients
Preserve and grow knowledge of support procedures, products, and service
Recommend procedure modifications or improvements
Utilize excellent customer service skills and exceed customer expectations
Follow company processes and adhere to company standards
Maintain and meet applicable regulatory requirements
Perform other duties as assigned
Additional Duties and Responsibilities
Participate in on-call/after-hours support rotation which can include weekends
Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interest
Must Have Background and Skills
Degree in related field, or equivalent experience
7-10 years related experience
1-5 years’ experience working in an MSP/CSP environment (preferred)
Certifications in A+, Security+, Network+
Advanced broad range technical troubleshooting and issue resolution skills and experience
Hardware: pc hardware, macs, printers, scanners, computer peripherals, mobile devices, servers
Software: Windows PC OS and Server OS, Citrix, VMWare, MS Office products, Mac OS
Knowledge of, and experience with, terminal server environments, networking, LAN, WAN, UTMs
Ability to communicate technical information, both verbal and written to a wide range of users
Customer service orientation
Demonstrated success with multi-tasking and the ability to adapt to ever-changing environment while maintain a clear focus on all priorities
Experience working in a fast paced, friendly, and team oriented environment
Excellent oral and written communication skills
Strong organization skills and acute attention to detail
Enjoys working with people to solve problems and learn new things
Must have a reliable personal vehicle
Must be willing to travel up to 10%
Working Conditions
The workplace for the IT Support Specialist position is in the office and at client sites. While performing the duties of this job, the employee can be exposed to outside weather conditions, especially when travelling to and from client sites. All types of driving conditions can be expected. On rare occasions, the employee will also work in high, and at times, confined and precarious places. The noise level in the work environment can range from low (standard office environment), to moderate to loud (warehouse or datacenter environment) depending on the client site or assignment.
Physical Requirements
Prolonged periods sitting at a desk and working on a computer
Must be able to lift, carry, push, and pull up to 75 lbs. on occasion
Driving- up to, but not limited to, 100 miles per day
Benefits
Competitive salary and commission structure
Health, dental, and vision insurance
Retirement savings plan
Company-paid Life/AD&D Performance-based service metrics
Paid holidays
16 days PTO first year, expanded plan afterwards
Incentive Plan for Employee and Client Referrals
Complimentary gym membership within walking distance of our office
Ongoing training and professional development opportunities
Collaborative and dynamic work environment with best-in-class team members
Opportunity for career advancement within an established company founded in 1995 that continues to grow
Unparalleled company culture – go ahead and follow us on LinkedIn to see how we walk our talk and provide our associates a truly unique environment to Grow, Lead, Serve, and Do!
Technical certification & leadership training