Job Overview
The IT Specialist will act as the primary point of escalation for technical issues, troubleshooting and resolving software, hardware, and network-related problems, with primary interactions occurring using a Help Desk software platform. This role involves working closely with end users to address their technical concerns, manage system upgrades, and maintain network infrastructure, while ensuring system security and efficiency. The ideal candidate will be proficient in diagnosing issues, performing troubleshooting, and providing user support through various remote and on-site tools.
Key Responsibilities
- Serve as the primary point of escalation for technical issues, providing expert support for software, hardware, and network-related problems.
- Accurately diagnose technical issues by gathering necessary information from users and performing in-depth troubleshooting using available tools and resources.
- Implement troubleshooting steps using a variety of remote access and user administration tools, resolving issues efficiently.
- Schedule and conduct troubleshooting appointments with end users to address ongoing concerns and ensure system functionality.
- Identify trends in system outages, performance issues, or recurring technical problems and report findings to leadership in a timely manner.
- Manage and maintain distribution lists, ensuring they are up-to-date and functioning properly.
- Monitor and review spam and phishing incidents, taking appropriate actions to safeguard system security.
- Handle user account creation, deactivation, and access management, including VPN and secure file/folder access.
- Maintain the organization's Active Directory, including processing new hires, terminations, and other user-related requests.
- Restore files from backups as needed and manage access to shared files and folders to ensure proper security protocols are followed.
Required Skills and Competencies
- Strong technical problem-solving skills with an analytical mindset to diagnose and resolve issues promptly.
- Experience with Help Desk software, ticketing systems and SLAs.
- Excellent time management and organizational abilities, with the capacity to prioritize tasks effectively.
- Exceptional verbal and written communication skills, capable of conveying technical information clearly to non-technical users.
- High attention to detail, especially when handling user accounts, network access, and security settings.
- Ability to work independently, manage multiple projects, and take initiative in identifying and resolving technical issues.
- Familiarity with tools such as Active Directory, remote access management, VPN configuration, and backup systems.
Qualifications
- High school diploma or GED required; a degree in information technology or a related field is a plus.
- Industry experience in IT support or a similar role required, with strong expertise in hardware, software, and network troubleshooting.
- Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft certifications) are a plus.
- Strong verbal and written communication skills, with an emphasis on teamwork and user support.
Benefits
- A family-friendly, fun work atmosphere with an emphasis on work-life balance.
- Concierge services, including access to vendors for car detailing, massage therapy, and chiropractor services.
- Paid volunteer hours to support community involvement.
- Comprehensive health, dental, and vision insurance.
- Paid maternity/paternity leave for work-life balance.
- Eight paid holidays, including your birthday.
- Generous PTO and flexible working hours to accommodate personal needs.
- Regular company events and quarterly outings to foster team morale and connection.
