IT Support Specialist

Responsibilities

• Provides support of all PC, network, and server hardware and software applications including but not limited to MS Outlook, MS Office, Virtual Desktop, VPN, Active Directory, MDT Imaging for PCs, Cisco Network Hardware, Facility Cabling, RF Equipment, administration of Sysaid or IT ticketing systems and various end user applications and computing devices.
• Receives direction for more complex issues from Lead Administrators or management.
• Provides setup, deployment, and support of mobile devices.
• Monitors on-site IS Systems, including backups, UPS, and server/network equipment.
• Provide remote support for facilities and associates.
• Maintain, support, and configure warehouse devices (Printers, RF Units, Terminals, etc).
• Engages with external vendors for support and services.
• Conducts end user training and learning sessions with associates.
• Assists in technology planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities.
• Maintains listing of spare inventory and electronic waste.
• Performs other duties as assigned.

• Ability to work in a highly regulated environment, adapt communication style to others, develop rapport, stay calm under pressure, and escalate issues using advanced oral and written English communication skills.
• Strong verbal and written skills including cross-cultural communication and the ability to draft effective communications.
• Ability to work with people in a variety of cultures, countries, and time zones.
• Detailed understanding of Windows installation and configuration items.
• Familiarity with Service Now/Sysaid and incident, problem, and change management processes and procedures.
• Knowledge of modern OS deployment methodologies.
• Advanced Troubleshooting skills covering Windows 10, O365, Browsers (IE/Edge/Chrome), Bitlocker, Teams and One Drive for Business and their related infrastructures.
• Fundamental understanding of network concepts (DNS, DHCP, Firewalls, and Proxies).
• History of managing and configuring desktop security tools and settings.
• Understanding of driver and firmware management techniques.
• Generalized understanding of Citrix, Azure AD, and MS cloud offerings.
• Background in the use, management and management of both application and machine virtualization products (Hyper-V, Remote App, Citrix, WVD).
• Assists with product evaluation, selection, deployment, and use.
• May participate in the testing and evaluation of new desktop packages and implements prototypes.

Must be US Citizen on US soil for government contract (No legal permanent residents).

Must pass the background check and drug test.