IT Support Specialist I

IT Support Specialist I

The IT Support Specialist I provides first level support to employees on all computing devices and software applications implemented by the Information Technology (IT) department.

Essential Responsibilities:

• Provide help desk support via telephone, in person and remote assistance to employees.
• Install, modify, and repair computer hardware and software.
• Provide services related to and troubleshoot hardware, software and phone problems.
• Document all support interactions in the service desk application.
• Monitor open Help Desk ticket requests, dispatches, and follows up with escalated IT personnel to ensure they are addressed in a timely manner.
• Assist in end user training as needed.
• Assist other IT employees in support of problem resolution or product implementation.
• Diagnose and resolve technical hardware and software issues.
• Pick-up, deploying and maintenance of hardware sometimes up to 35lbs.
• Active Directory management.
• Mobile Device Management.
• Must be able to maintain a clean and organized workspace.

Knowledge and Training:

• Experience with PCs, printers, networking and Microsoft operating systems including knowledge of Active Directory administration functions, Windows 7/10 operating system and basic networking fundamentals.
• Demonstrated in-depth knowledge and technical skills to install, troubleshoot, and repair computer hardware, software, and guide end users in the use of software programs.
• Ability to troubleshoot software and hardware problems.
• Ability to communicate effectively both verbally and written.
• Develop and maintain effective relationships and provide outstanding customer service internally and externally.
• Ability to work effectively in a team environment.
• Ability to evaluate processes and procedures for continuous process improvement.
• Ability to adapt to and work effectively in a fast paced and changing environment with multiple priorities.
• Basic word processing, spreadsheets and computer software skills.
• Experience applying patches.
• Will be required for afterhours support.

Education and Experience:

Degree in Information Technology, Computer Science, or similar discipline. At least one year of direct experience troubleshooting hardware/software issues and installing software, patches, updates on desktops, and laptops desirable but not required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

This position requires use of information or access to production processes subject to national security controls under U.S. export control laws and regulations (including, but not limited to the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR)). To be qualified to work in this facility, a successful applicant must be a U.S. Person, as defined in those regulations, and able to supply evidence of that qualification prior to starting work or be authorized to receive controlled information under a specific license or permission from the relevant government agency. The U.S. export control regulations define a U.S. person as a U.S. Citizen, U.S. National, U.S. Permanent Resident (i.e. 'Green Card Holder'), and certain categories of Asylees and Refugees.