IT Systems Specialist

POSITION: IT System Specialist

SUPERVISOR: Network/Internal Support Manager

STATUS: Non-Exempt

SUMMARY:

This position will maintain the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our clients across multiple locations and industries. The System Support Specialist - Level 1 will be responsible for the administration and internal support of the Customer's PCs, printers, servers, and related equipment. Tasks include end-user support, license tracking, and performing PC maintenance, upgrades, and configurations. This position will work directly with customers and partners, providing expertise in hardware and software installations, troubleshooting, and configuration recommendations.

SUPERVISION RECEIVED AND EXERCISED:

The System Support Specialist - Level 1 operates under the direct supervision of the Network/Internal Support Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The statements below are intended to describe the general nature and scope of work being performed in this position. This is not a complete listing of all responsibilities, duties, and/or skills required. Other duties may be assigned.

• Honest, self-motivated, professional team player
• Exceptional customer service skills and organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision
• Ability to learn new technology quickly
• Able to constantly balance multiple tickets and requests in high-pressure situations.
• Must be able to diagnose problems quickly and correctly with computer systems and introduce a resolution
• Assists with planning for and responding to client project needs when applicable
• Answer client calls and create detailed tickets
• Escalate tickets to the appropriate engineer when needed.
• Punctuality is required
• Provide helpdesk support and resolve problems to the end user's satisfaction
• Monitor and respond quickly and effectively to requests received through phone calls or email to the ticketing system
• Monitor Jira Service Desk for tickets assigned to the queue and process first-in, first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Install, test, and configure new workstations, peripheral equipment, and software
• Maintain inventory of all equipment, software, and software licenses
• Assign users and computers to proper groups in Active Directory/ Azure Entra
• Perform timely workstation hardware and software upgrades as required
• Monitor the Jira Support Desk and route support tickets to the Help Desk Team.
• Monitor the Teams tickets and verify they are performing to our standards and practices.
• Manage, audit, and support our Verizon company account and cellular asset acquisitions.

BEHAVIORAL COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Performance Excellence: Set high-performance standards; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition.

Customer Service: Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor, and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as customers.

Effective Communication: Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing; demonstrate attention to, and convey an understanding of, the comments and questions of others; and listen effectively.

Analytical: Synthesize complex or diverse information; collect and research data; and use intuition and experience to complement data.

Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.

Responsiveness and Accountability: Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work.

Integrity: Must abide by strict ethical standards, objectivity, and confidentiality when dealing with a client, employee, or financial information and budget analysis, and avoid any personal conflicts of interest.

General Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner
• Gathers and analyzes information skillfully
• Develop alternative solutions

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. The employee must occasionally lift and/or move up to 60 pounds. The employee must maintain a valid driver's license and have reliable transportation.

M-F 8AM-5PM