Working under the supervision of the Sr. Director, Technology, the IT Support Specialist serves as the primary point of contact for IT support requests. The Support Specialist performs fast, customer-focused service for end users and requires basic through advanced computer hardware and software knowledge across a wide variety of devices and operating systems including Windows, macOS, Android, and iOS.
Essential Duties and Responsibilities:
Maintain day-to-day support functions as the primary point of contact for IT incidents and issues. Monitor and track help desk tickets and ensure tickets are resolved and closed in a timely manner.
Triage and prioritize support requests. Use basic through advanced (Level I, II, III) computer skills to remedy issues related to hardware, software, and applications.
Track, analyze, and report on opened incident/problem tickets and time to resolution on a recurring basis as determined by IT management.
Perform closed-loop problem resolution ensuring that all issues and incidents are assigned to the correct subject matter expert and upon resolution that the end user’s issue has been satisfactorily closed.
Create, deploy, and maintain operating system images in accordance with Baesman’s time-to-deployment guidelines for new or reconfigured computer hardware.
Maintain asset management/tracking tools to properly catalogue and track the company’s physical IT assets as well as software licenses.
Manage network accounts and basic permissions (e.g. Active Directory, FTP, VoIP, O365, MS Groups, MS Teams, SharePoint).
Perform routine maintenance on desktops, laptops, and printers (e.g. reconditioning, cleaning).
Prepare support documentation and procedures in accordance with established methodology and standards.
Assist in low-level administration, troubleshooting, and maintenance of VoIP, Network, Windows Server infrastructures, and Azure instances.
Maintain, monitor, and report on data backup procedures and media rotation.
Maintain departmental processes and policies, password databases, etc.
On-call responsibility for help desk/end-user support functions.
Serve as the primary vendor point of contact for IT-related purchasing and PO opening/closing.
Special projects as assigned.
Other duties as assigned.
Other Skills, Abilities, Tasks:
Expert knowledge in help desk, end user support, problem/incident resolution methodologies, asset management/tracking, and computer cloning.
Comprehensive knowledge of MS Office Suite, networking and telecommunications (voice, data, fax, VoIP, servers).
Ability to setup and support handheld devices (including Mobile Device Management systems) from a variety of manufacturers.
Ability to meet deadlines consistently and work effectively under pressure. Excellent follow-up and person-to-person skills. Attention to detail with high work accuracy.
Comprehensive knowledge of security best practices and procedures.
Occasionally assist with team training and ongoing support.
The ability to manage outages and escalate severities with end-users, vendors, suppliers, as well as within the company.
Strong interpersonal, verbal and written communication skills and a strong desire for learning new technologies.
Ability to consistently use team project and collaboration software tools
Strong organizational skills, including the ability to continually prioritize work to meet changing work conditions and customer requirements
Ability to work independently against project milestones to achieve objectives with minimal supervision
Qualifications, Education and/or Experience:
Bachelor's degree (B. A.) from four-year college or university; or four to six years related experience and/or training; or equivalent combination of education and experience.
Certificates, Licenses, Registrations:
Microsoft Certified Professional (MCP) desired, but not required.
Apple Certified Support Professional (ACSP) desired, but not required.
We offer an excellent pay and benefits package including: Medical, dental, and vision insurance; short & long term disability; 401(k) with a generous company match; life insurance, profit sharing, paid time off, 8 paid holidays and much more! Baesman has been in business for over 65 years and is a PIA Best Workplace in America award winner.