This person will coordinate and support the delivery, installation, moves and changes of end user’s computer equipment. In addition to supporting end users, the ITSS Specialist will also provide support including Networking, Microsoft Surface Hubs, Telephony, Video Conferencing and Infrastructure. As an ITSS Specialist you will also be responsible for local end user inventory management. This person will also provide support to projects involving other departments and/or 3rd party vendors.
Essential Duties and Responsibilities:
- Resolve and close incidents/service requests as per procedures and allocated timelines.
- Escalate unresolved incidents/service requests to outside IT provider.
- Log relevant incident/service request details per procedures.
- Perform staging of PCs.
- Perform IMAC (Install, Move, Add and Change).
- Conduct hardware and software maintenance and support.
- Work with Cyber Security Provider on IT security issues and virus elimination.
- Maintain knowledge of and adherence to Company policies and procedures.
- Local network support.
- Support AV equipment and web conferencing functions.
- Support camera, temperature monitoring, and security alarm systems.
- Provide technical support for Repack and Warehouse operations for ERP software and hardware (including Saturday hours as needed).
- Support secondary location to include regularly scheduled onsite visits.
- UNIX/Linux System Administration experience is desired.
- Hardware/software selection (desktops, laptops, printers, networks), procurement, setup, installation, configuration, upgrades, monitoring and troubleshooting.
- User account creation/deletion and file permissions.
Education and/or Work Experience Requirements:
- Bachelors, Associates, or Technical Degree in Computer Engineering, Computer Science, or related field preferred, or equivalent experience or military training.
- Ideally at least 5 years’ experience in a Help Desk and support environment.
- 5 years of IT experience preferred. MSP experience a plus.
Competencies:
- Strong knowledge and experience with Windows 10/11; Microsoft Office 365 (SharePoint, OneDrive, Teams, Outlook).
- Ability to diagnose and fix basic hardware and software issues for desktops, servers, cloud services (Azure, O365), and networks.
- Fluent in English; Bilingual in Spanish preferred.
- Knowledge of iPhone and Android mobile phones.
- Excellent problem solving and analytical skills – able to see the big picture, make connections, and appropriate decisions.
- Good interpersonal communication skills.
- Demonstrated ability to handle multiple tasks and competing priorities at the same time.
- Being an exceptional multitasker, displaying excellent time management skills and ability to work under pressure.
- Excellent verbal and written communication skills.
- Valid driver’s license with a reliable vehicle to commute daily to local office is required.
Physical Requirements:
- Ability to disconnect, lift and move PC's, Monitors, Printers (50 lbs.) to new desks, maneuver under counters and in tight spots to run cables and wires for PCs.
- Frequently required to stand or sit.
- Frequently required to utilize hand and finger dexterity.
- Continually required to speak and actively listen.
- Ability to work in a cold environment (32-40 degrees).
