IT Systems Specialist

POSITION SUMMARY Responsible for providing technical support to include triage, ticket assignment, tier I issue resolution, account management, and systems monitoring; includes providing accurate and efficient tier I support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking.

ESSENTIAL FUNCTIONS

• Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum employees on issues, communicating in a clear, concise manner
  
• Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting
  
• Accurately and efficiently answer help desk calls
  
• Collect appropriate information needed to triage, assign and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier II support
  
• Provide remote software installation and configuration support
  
• Accurately perform account creation, management, and deletion per documented processes and procedures
  
• Accurately and timely perform remote connection administration per documented processes and procedures
  
• Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures
  
• Workstation management and adherence to all security requirements
  
• Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support
  
• Liaison with departments to coordinate technology needs
  
• Write and update �how-toâ€, knowledgebase, and procedure documentation
  
• Follow established processes and standards, identify and propose improvements as necessary
  

PRIMARY RESPONSIBILITIES* Troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through

• Basic Windows server administration, exposure to Active Directory and Exchange
  
• Follow purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed
  
• Act as an escalation point for 3rd party service desks.
  
• Follow established processes and standards, identify and propose improvements as necessary
  
• OS Imaging and deployment
  
• iOS mobile device management
  
• Attend meetings as assigned and participate in educational activities to keep skills up to date
  
• Demonstrate professionalism at all times
  
• Displays cooperative behavior and interacts positively and effectively with others to promote a team environment
  
• Performs other duties necessary to maintain the overall efficiency and continuity of the dept
  
• Is proactive in identifying, reporting and participating in the resolution of any potential or safety issues
  

QUALIFICATIONS* High school degree or equivalent

• 1 - 2 years of help desk, managed service provider or related experience
  
• Experience and ability to thrive in a team oriented, customer service environment
  
• Excellent documentation skills, ability to write technical processes and procedures
  
• Thorough understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365
  
• Knowledge of the interoperability of current Windows operating systems with 3rd party applications
  
• Knowledge of printer driver and queue creation, installation, management, and troubleshooting
  
• Knowledge of print queue management
  
• Understand principles of computer system operations, lans, and wans, Operating Systems, and peripherals
  
• Demonstrated hardware maintenance and/or configuration experience; A+ certified preferred
  
• Knowledge of one or more scripting languages a plus
  
• Desktop and laptop hardware knowledge Dell, HP & Apple
  
• Excellent customer service skills
  
• Highly effective communication and interpersonal skills with the ability to function as part of a team
  
• Ability to maintain confidentiality
  
• Valid driver�s license
  

PHYSICAL DEMANDS / WORK ENVIRONMENT

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• Travel to various sites of service
  
• Work environment includes computer related noise levels
  
• Continual use of computer keyboard, mouse and other associated peripherals
  
• Extended standing and walking, lifting of computer equipment (30-50 pounds)
  
• Occasional reaching, bending
  

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