Job Description

Summary

The IT Specialist provides comprehensive IT support and ensures efficient resolution of technical issues. Responsibilities include diagnosing and troubleshooting system problems, performing hardware and software maintenance, and managing user accounts and IT assets. Key functions include monitoring IT assets, ensuring compliance, and enhancing helpdesk efficiency to meet service level agreements (SLAs).

Position Responsibilities and Accountabilities

Technical Support and Issue Resolution

• Serve as the primary point of contact for employees seeking technical assistance via phone, ticketing systems, instant messaging, and email.
• Diagnose and troubleshoot computer system issues individually or in collaboration with team members, identify root causes, and implement effective solutions.
• Perform PC and MAC upgrades, repairs, and maintenance, including license tracking and hardware/software configurations.
• Follow up on outstanding requests to ensure timely and thorough resolution while maintaining service level agreements (SLAs).
• Provide technical guidance to end-users on IT tools, systems, and processes to reduce downtime and enhance productivity.
• Continuously identify and recommend improvements to helpdesk processes for greater efficiency and user satisfaction.

User Management, and Asset Oversight

• Enabling and disabling user accounts, ensuring efficient configuration and deployment of desktops and workstations using standardized OS images and software.
• Monitor and manage IT assets, maintaining accurate inventory records and addressing hardware and software needs proactively.
• Conduct onboarding for new hires, including hardware setup and training sessions to ensure effective use of IT systems and tools.
• Research and recommend hardware and software solutions, evaluating vendor products for cost-effectiveness and quality.
• Conduct routine audits to maintain compliance, ensure equipment availability, and identify optimization opportunities.

Qualifications and Competencies

• Strong troubleshooting, analytical, and diagnostic abilities
• Excellent interpersonal and teamwork skills
• Proven problem-solving, communication, and organizational skills
• Ability to stay organized and create clear, thorough documentation for processes and procedures
• Working knowledge of network devices, including switches, access points, and firewalls
• Willingness to learn new technologies, adapt to evolving support needs, and contribute to service-excellence goals
• Experience with warehouse systems (e.g., Zebra scanners, pack stations) is a plus
• Ability to perform heavy lifting (50+ pounds)
• Ability to travel as needed

Education and Experience

• Bachelor’s Degree in Computer Science or Information Systems a plus
• Minimum 3-5 years of IT experience required
• Windows and MAC support required
• Must be well-versed in network configuration and troubleshooting
• Must be able to support Windows Server 2012 and up
• Active Directory, GPO, DNS, and DHCP experience
• Avaya IP Office experience is a plus

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