IT Specialist

The IT Support Specialist is a hands-on technician for delivering customer support for all day-to-day on-site desktop and phone support. The position is responsible for providing support for all incidents and requests to resolve issues either utilizing remote tools or on-site in-person troubleshooting. The position strives to improve customer service and relations by communicating with end-users and resolving incidents in a timely manner. This position interfaces with the user community at large, IT managers, and technical staff. Candidates must be customer oriented, courteous, attentive, and adaptable to different situations. The IT Support Specialist must have a strong passion for new technologies, learning, growing, and providing exceptional customer service to a wide array of end-users.

Build, maintain and implement desktop images for all different types of hardware/software.

Maintain the JIRA Incident Management system to: Document all end-user identification information, including name, department, contact information, and the nature of the problem or issue. Record, track, and document the problem-solving process, including all successful and unsuccessful troubleshooting leading to the final resolution.

Document all end-user identification information, including name, department, contact information, and the nature of the problem or issue.

Record, track, and document the problem-solving process, including all successful and unsuccessful troubleshooting leading to the final resolution.

Prioritize, schedule, and administer all instances where enhancements and defect resolutions are required.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

Familiar with Cisco IOS and Meraki systems.