Administrator; Support & Operations

Description

Position: DSS-IT Support Specialist

The IT Support Specialist is primarily responsible for providing support to end users at various client sites. Some vehicular travel is involved. Tasks include tracking, troubleshooting, and resolving end-user computer issues, proactive monitoring and support, and assisting other IT functions as needed.

• Deliver world‑class IT support to onsite and remote end users.
• Independently resolve complex break/fix issues in person or via telephone.
• Troubleshoot Windows OS, Mac OS, Android, iOS, printers, and smartphones.
• Perform installations, replacements, upgrades, and other hardware/software tasks.
• Set up and monitor high‑priority executive meetings utilizing collaboration and AV services.
• Provide technical support to Office Services as needed.
• Recommend new technologies to better support executives and users.
• Perform regular walkthroughs to provide proactive support to high‑visible individuals.
• Act as a resource for IT projects and initiatives in other functional areas.
• Receive and respond to incoming support requests in a timely manner, including off hours.
• Follow procedures for logging, reporting, and statistically monitoring desktop operations.
• Set reasonable expectations that can be counted on.
• Present facts transparently to promote collaborative solutions.

• Bachelor’s degree or equivalent experience (minimum 7 years in an IT technical role).
• 7+ years’ experience in desktop hardware, operating systems, smartphones, and printers.
• 7+ years’ experience with Microsoft products (Windows, Office, Outlook, Skype, etc.).
• 7+ years’ experience in business communication platforms such as messaging, video conferencing, telephony, etc.
• Hands‑on troubleshooting experience and ability to perform under intense scrutiny.
• Working technical knowledge of current protocols, operating systems, and standards.
• Strong written and oral communication skills with a focus on executive‑level support.
• Analytical and problem‑solving abilities with keen attention to detail.
• Self‑motivated, directed, and able to prioritize and execute tasks effectively.
• Experience in a team‑oriented, collaborative environment.
• Strong customer‑service orientation focusing on customer satisfaction.
• Highest degree of professionalism and integrity.
• Flexibility to be on call during off hours and weekends.
• Ability to research and test new technologies and solutions.
• Self‑managed time‑management and organizational skills.

• Pay range depends on skills, experience, education, and other factors permitted by law.
• Eligible for performance‑based bonuses subject to company policies.
• Benefits include medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.