Summary:
The IT Support Specialist will ensure existing office and associated systems are always functional. They will play an important role to enhance the skills and knowledge of staff in the use of computers and relevant software applications as well as supporting a network of desktops, servers and associated printers and peripherals. The role is also involved in recommending and implementing new systems and upgrades as appropriate.
Responsibilities
• Responsible for daily operational support to end users. Manages and maintains Service Level Agreements for end user support ensuring user satisfaction. Closing 20+ tickets a day
• Supports user operations and responds to helpdesk tickets as required. Troubleshoots and supports remote end users providing resolutions to technical issues related to connectivity and performance. Installs and maintains end user devices, such as laptops, desktops, printers, label printers, and phones, as necessary.
• Ensures accurate logging incidents, service requests, access requests and changes
• Windows Server AD management, Office 365 , AWS and Azure cloud services
• Performs desktop imaging based on company procedures.
• Basic network troubleshooting, installing WiFi Access Points, issue debugging
• Manages IT inventory including asset tracking, logging, and deployment of machines. Orders IT supplies and hardware as required including phones, desktops, laptops, printers, etc.
• Creates documentation and technical artifacts as required in support of the technical environment, assigned projects and policies and procedures. Provides expertise and suggestions for process improvements. 5%
• Maintains high level of professionalism while engaging with team and customers. • Co-ordinate IT third party vendors including subcontractors as needed.
• Ensures compliance with and/or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seeks guidance as necessary.
Requirements:
• Degree in IT, Computer Science or a related field required.
• Minimum of 3+ years of experience in Desktop support and management
• Microsoft Certification (MCSE) or equivalent certification.
• ITIL Foundation
• CompTIA certification
• Expertise in creating documents with tools like PowerPoint, Visio, Word, Excel required
• Must have a detailed knowledge of Active Directory, DELL Hardware infrastructure.
• 2+ Experience installing, upgrading, and troubleshooting end user devices; Laptops, desktops, printers, label printers, phones
• Experience in Office 365 is a must
• Expertise in windows Active Directory required
• Experience in Group Policy Management desirable