SUMMARY:
As an IT Support Specialist III, you will offer advanced technical support to end users while prioritizing exceptional customer service, including catering to VIPs. Your role involves spearheading projects encompassing device and software rollouts, assisting in planning, documenting processes, and delivering status reports.
KEY RESPONSIBILITIES:
- Windows Enterprise desktop support
- Installation, modification, and maintenance of computer hardware and software.
- Diagnosing and resolving hardware, software, and phone-related issues.
- Comprehensive documentation of all support interactions in the service desk application.
- Monitoring and managing open Help Desk ticket requests, ensuring timely resolutions by coordinating with escalated IT personnel.
- Providing end user training as necessary.
- Collaborating with other IT team members for issue resolution and product implementation.
- Diagnosis and resolution of technical hardware and software issues.
- Managing hardware, including pickups, deployments, and maintenance, occasionally handling items up to 50 lbs.
- Active Directory and Mobile Device Management.
- Maintaining an organized and clean workspace.
- Leading or participating in projects, such as endpoint deployments and IT systems implementation, with a focus on testing, documentation, and more.
- Collaborating with technical teams, including security, networking, infrastructure, and application teams, to troubleshoot complex technical issues.
- Offering specialized onsite and remote support for emergencies and special events.
- Mentoring and training junior techs in PC support and troubleshooting.
- Effective collaboration with external vendors.
- Proficient operation within both primary and dotted line reporting structures.
- Successful teamwork in cross-functional and independent settings as required.
KNOWLEDGE & TRAINING:
- Proficiency with PCs, printers, networking, and Microsoft operating systems, including Active Directory administration functions, Windows 10/11 and Windows server 2012r2 - 2022, and basic networking fundamentals.
- Demonstrated expertise in installing, troubleshooting, and repairing computer hardware and software, along with guiding end users in software program usage.
- Proficiency in diagnosing software and hardware issues.
- Ability to fulfill responsibilities with minimal supervision.
- Strong verbal and written communication skills.
- Establishing and maintaining robust internal and external customer relationships.
- Effective team collaboration.
- Evaluation of processes and procedures for continuous improvement.
- Adaptability to a dynamic, fast-paced environment with multiple priorities.
- Intermediate proficiency in word processing, spreadsheets, and computer software.
- Availability for after-hours support as required.
- Preferred experience with VMware, Exchange, Active Directory, group policy, server administration, and an understanding of restricted-use data.
EDUCATION & EXPERIENCE:
- A degree in Information Technology, Computer Science, or a related field (preferred but not required).
- Four or more years of direct experience in troubleshooting hardware/software issues, along with software installation, patching, and updates on desktops and laptops.
-Microsoft, CompTIA or Cisco certifications are preferred but not required.
PHYSICAL REQUIREMENTS:
- Office and shop floor work, including occasional travel, weekend, and evening commitments.
- Lifting capacity up to 5 lbs. frequently and up to 35 lbs. occasionally for short periods.
- Ability to carry up to 5 lbs. frequently and up to 35 lbs. occasionally over short distances.
- Capability to push/pull up to 5 lbs. frequently and up to 35 lbs. occasionally, typically from desk level to floor or vice versa.
- Adequate upper extremity usage, motor coordination, range of motion, vision, hearing, and balance for personal and others&39; safety.
- Exposure to environmental factors such as dust, fumes, gases, and outdoor weather conditions during job site visits or other work locations, though the primary work environment is central air-conditioned.