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Key skills for this role
The IT Support Specialist will own and manage all support tickets and meet or exceed all objectives and deliver a world-class experience to Authentix personnel. Responsibilities ranging from good quality stable and available services to helpdesk needs and key support requirements. The IT Support Specialist will report to the Director of IT and will take direction from Senior Support Staff. The IT Support Specialist will also work closely with all personnel across all departments.
All Authentix employees are expected to embrace our Company values in the performance of their respective tasks and duties.
Always with integrity .......Authentixians value:
Dedicating ourselves to our customer’s success
Compete and win with integrity
Create innovative solutions with science and technology
Team and collaboration with accountability
The IT Support Specialist will own and manage all support tickets and meet or exceed all objectives and deliver a world-class experience to Authentix personnel. Responsibilities ranging from good quality stable and available services to helpdesk needs and key support requirements. The IT Support Specialist will report to the Director of IT and will take direction from Senior Support Staff. The IT Support Specialist will also work closely with all personnel across all departments.
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The essential elements listed below are representative of the functions that must be performed to satisfactorily fulfill the purpose of this job. Additional functions and duties may be assumed or assigned from time to time.
Handle daily technical support activities Desktop Support, User Support, Permissions Support, etc.
Desktop Support, User Support, Permissions Support, etc.
Proficient in troubleshooting of Windows 10 and 11
Proficient in troubleshooting of Office applications
Word, Excel, Outlook, Power Point, etc.
Proficient with Printers and Drivers Installations
Coordinate Support and Deployments Senior IT Staff
Windows Updates, Software Deployment, Policy Rollouts
Install and configure computer hardware, OS Images, and custom software
Troubleshoot various application issues as well as act as additional support for Senior IT Staff
Support HR requirements for onboarding/offboarding
Support workstation and peripheral deployment of equipment, including phones, speakers, etc.
Strong and Detailed Documentation of Systems or Procedures
Ticket History and Solution, HW Assignments, Logs of Changes, etc.
Updating of IT Asset Inventory
Support Authentix Users with face-to-face, phone, email, or text to help set up systems or resolve
Coordinate with Senior Support Staff to get user tickets resolved quickly
Troubleshoot and collaborate with Senior IT Staff for system, network, hardware, software issues
Ensure that a high level of support is provided to all internal and external customers
Prioritize and manage several open cases at one time
Manage high volume of email correspondence and follow ups
Weekly / Monthly reporting on Customer Ticketing, IT Assets, etc.
Support Senior IT Staff with annual IT Projects
Open and manage tickets with Vendors for outsourced HW support
Support cross department needs and specialized software support with software vendors
1+ year of experience in support and/or Help Desk
Additional skills preferred but not required:
OneDrive knowledge is a plus but not required
MS 365 Portal proficiency is a plus but not required
Technical Training to end users is a plus but not required
Ability to create How-To videos for internal staff is a plus but not required
Proficiency with Audio and Visual equipment is a plus but not required
Experience with Technical Meeting Rooms and a plus but not required
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required to satisfactorily perform the essential functions of this job.
Ability and willingness to adapt to a changing environment and learn new skills
Ability to communicate technical concepts to both technical and non-technical audiences
Proven ability to work successfully with limited supervision
Ability to take direction and collaborate on team projects
Excellent written and verbal communication skills.
Comfortable communicating in person and via video conference calls with peers, management, contractors and vendors.
Strong planning, organizing and prioritizing abilities.
Proactively seek opportunities to refine and improve processes and service
Ability to outsource effectively, and manage multiple concurrent projects
Can offer and support multi-tiered services
Aptitude for learning new technologies
Has some general knowledge of efficiency disciplines (Lean, Agile, Scrum, etc)
Very road knowledge of legacy and emerging information systems
Must have excellent communications skills
This Job Description is intended to describe the general nature and level of work being performed by people assigned to this job and is not considered an exhaustive list of all responsibilities, duties and required skills. This Job Description does not constitute an offer of employment. The employment relationship between the Company and its employees is “At-Will” and based on mutual consent. Authentix, Inc. is an Equal Opportunity Employer.
Provides authentication and anti-counterfeiting solutions for global supply chains.
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Entry · 1+ years experience
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