Position Purpose:
Work on the IT Help Desk to assist end users with technological needs. Assist IT Support management with the
setup, support, and accurate asset management of all company workstations, phones, printers, and applications.
General Duties and Responsibilities:
• Prioritize and resolve first-contact tickets promptly to minimize user downtime
• Deliver exceptional IT support focused on user satisfaction, including account set up, system maintenance, antivirus, and troubleshooting across PC, Mac, and mobile platforms
• Adhere to SOP documentation, ensuring thoroughness and accuracy in issue resolution
• Escalate complex issues to senior staff when necessary
• Effectively manage personal workflow and monitor active tickets within the IT ticketing system to maintain responsiveness and quality service
• Provide dedicated support for mobile devices (iOS/Android) ensuring seamless integration and a positive user experience
• Commit to resolving urgent issues and maintaining business continuity
• Thoroughly document problem-solving approaches and solutions to enhance team knowledge base and expedite future issue resolutions
• Support with tracking hardware, software license, and other IT assets to facilitate efficient resource management
• Conduct IT onboarding for new users
• Support team objectives and overall organizational success
• Other duties as assigned
Qualifications:
• 2 or more years of professional experience in desktop support including Windows OS 10 & 11
• Experience with phone-based user assistance
• Strong ability to multi-task and perform effectively in a fast-paced environment
• Excellent organizational and time management skills
• Strong attention to detail
• Demonstrated success in troubleshooting and problem resolution within a production support environment
• Strong analytical and process-driven mindset
• Hands-on experience supporting a VMware environment
• Familiarity with two-factor authentication tools (e.g. Duo, Okta)
• Experience with VPN services
• Able to develop and maintain positive and cooperative working relationships
• Able to work ‘on-call’ hours (including after hours and some weekends)
• Occasionally available for overnight travel
• Valid driver’s license, acceptable driving record, and proof of auto liability insurance coverage
• Exemplary record of attendance and punctuality
• Able to perform essential functions of the position, with or without a reasonable accommodation
IT Support Specialist I
Abilities:
• Able to listen to and understand information and ideas presented through spoken words and sentences
• Able to communicate information and ideas in speaking so others will understand
• Able to read and understand information and ideas presented in writing
• Able to see details at close range
• Able to communicate information and ideas in writing so others will understand
• Able to apply general rules to specific problems to produce answers that make sense
• Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules
• Able to tell when something is wrong or is likely to go wrong
• Able to speak clearly so others can understand you
• Able to identify and understand the speech of another person
• Able to combine pieces of information to form general rules or conclusions
• Able to come up with a number of ideas about a topic
• Able to generate or use different sets of rules for combining or grouping things in different ways
• Able to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects
• Able to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures or patterns
• Able to concentrate on a task over a period of time
Work on the IT Help Desk to assist end users with technological needs. Assist IT Support management with the
setup, support, and accurate asset management of all company workstations, phones, printers, and applications.
General Duties and Responsibilities:
• Prioritize and resolve first-contact tickets promptly to minimize user downtime
• Deliver exceptional IT support focused on user satisfaction, including account set up, system maintenance, antivirus, and troubleshooting across PC, Mac, and mobile platforms
• Adhere to SOP documentation, ensuring thoroughness and accuracy in issue resolution
• Escalate complex issues to senior staff when necessary
• Effectively manage personal workflow and monitor active tickets within the IT ticketing system to maintain responsiveness and quality service
• Provide dedicated support for mobile devices (iOS/Android) ensuring seamless integration and a positive user experience
• Commit to resolving urgent issues and maintaining business continuity
• Thoroughly document problem-solving approaches and solutions to enhance team knowledge base and expedite future issue resolutions
• Support with tracking hardware, software license, and other IT assets to facilitate efficient resource management
• Conduct IT onboarding for new users
• Support team objectives and overall organizational success
• Other duties as assigned
Qualifications:
• 2 or more years of professional experience in desktop support including Windows OS 10 & 11
• Experience with phone-based user assistance
• Strong ability to multi-task and perform effectively in a fast-paced environment
• Excellent organizational and time management skills
• Strong attention to detail
• Demonstrated success in troubleshooting and problem resolution within a production support environment
• Strong analytical and process-driven mindset
• Hands-on experience supporting a VMware environment
• Familiarity with two-factor authentication tools (e.g. Duo, Okta)
• Experience with VPN services
• Able to develop and maintain positive and cooperative working relationships
• Able to work ‘on-call’ hours (including after hours and some weekends)
• Occasionally available for overnight travel
• Valid driver’s license, acceptable driving record, and proof of auto liability insurance coverage
• Exemplary record of attendance and punctuality
• Able to perform essential functions of the position, with or without a reasonable accommodation
IT Support Specialist I
Abilities:
• Able to listen to and understand information and ideas presented through spoken words and sentences
• Able to communicate information and ideas in speaking so others will understand
• Able to read and understand information and ideas presented in writing
• Able to see details at close range
• Able to communicate information and ideas in writing so others will understand
• Able to apply general rules to specific problems to produce answers that make sense
• Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules
• Able to tell when something is wrong or is likely to go wrong
• Able to speak clearly so others can understand you
• Able to identify and understand the speech of another person
• Able to combine pieces of information to form general rules or conclusions
• Able to come up with a number of ideas about a topic
• Able to generate or use different sets of rules for combining or grouping things in different ways
• Able to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects
• Able to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures or patterns
• Able to concentrate on a task over a period of time