IT Systems Specialist

IT, Full Time

As the IT Systems Specialist for the organization, you will provide triage, ticket assignment, tier I issue resolution, account management, and systems monitoring; include 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. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting. Write and update “how-to”, knowledgebase, and procedure documentation.

Functions & Responsibilities

In the role of IT Systems Specialist:

• You will provide outstanding customer service and a positive support experience by interfacing directly with ENERCON employees on issues, communicating in a clear, concise manner.
• You will accurately and efficiently answer help desk calls.
• You will 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.
• You will provide remote software installation and configuration support.
• You will accurately perform account creation, management, and deletion per documented processes and procedures.
• You will accurately and timely perform remote connection administration per documented processes and procedures.
• You will manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures.
  You will perform workstation management and adherence to all security requirements.
• You will follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate to level II support.
• You will be a liaison with departments to coordinate technology needs.
• You will troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through.
• You will perform basic Windows server administration, including Active Directory and Exchange.
• You will follow purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed.
• You will follow established processes and standards, identify, and propose improvements, as necessary.
• You will perform OS Imaging and deployment.
• You will perform Mobile device management.
• You will attend meetings as assigned and participate in educational activities to keep skills up to date.
• You will demonstrate professionalism at all times.
• You will display cooperative behavior and interacts positively and effectively with others to promote a team environment.
• You will perform other duties necessary to maintain the overall efficiency and continuity of the dept.
• You will be proactive in identifying, reporting, and participating in the resolution of any potential or safety issues.

Job Requirements

The skills you need to succeed:

• You must have experience and ability to thrive in a team oriented, customer service environment.
• You must have excellent documentation skills, ability to write technical processes and procedures.
• You must have basic understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365.
• You must have knowledge of the interoperability of current Windows operating systems with 3rd party applications.
• You must have knowledge of printer driver and queue creation, installation, management, and troubleshooting.
• You must understand principles of computer system operations, networking, Operating Systems, and peripherals.
• You must have demonstrated hardware maintenance and/or configuration experience.
• You must have knowledge of one or more scripting languages a plus.
• You must have desktop and laptop hardware knowledge Dell, HP & Apple.
• You must have excellent customer service skills.
• You must have highly effective communication and interpersonal skills.
• You must have the ability to maintain confidentiality.

Educational Requirements

Education and Experience of a successful candidate:

• 1 – 2 years of help desk, managed service provider or related experience.
• 2 years minimum experience in an IT support role.