IT Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The IT Support Specialist will support IT business and enterprise operations teams in multiple US time zones. The IT Support Specialist will apply internal customer service skills, technical knowledge and expertise, and technical trouble shooting skills tosupport the IT business practice and its internal customers.

DUTIES AND RESPONSIBILITIES:

Serve as the first point of contact and front-end support answering inbound bound helpdesk requests for all areas of the IT Enterprise, interacting with employees, customers, vendors, and contractors Diagnose, troubleshoot and resolve technical issues related to Wi-Fi andremote connectivity, IT hardware, software, applications, peripherals andmobile and desktop equipment Install desktop and laptop hardware, software and peripheral components as required Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory Perform maintenance and troubleshooting on printers and copiers and IP telephony systems Configure, update, wipe and/or repair Windows and Mac desktop systems Support the corporate base of iPhone and Android mobile users.

Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365 Follow up on tracked requests and ensure timely resolution, with goal toresolve all issues first call Provide feedback on reducing ticket times and helpdesk efficiency Engage and contribute with the IT team on projects and task supporting business Enterprise needs Provide wireless network support for users including connectivity issues and administrative functions of the system Assist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed

QUALIFICATIONS:

High school diploma or equivalent and 3-4 years’ proven experience in ahelpdesk environment (Tier II support) Strong understanding of computer systems, mobile devices, and applications inan Enterprise IT environment

Experience with wired and wireless Local Area networks (LAN), Wide Area networks (WAN) and Networking preferred Ability to diagnose, troubleshoot and resolve basic to complex end user technical issues Working knowledge of Microsoft and Mac operating systems and Office products Excellent oral and written communication skills Certification on Microsoft Client or Server products is preferred, but not required SharePoint, Salesforce or Service Now experience is preferred, but not required

COMPETENCIES:

Adaptability
- Adapts to changes in the work environment;
Manages competing demands;
Changes approach or method to best fit the situation;

Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality
- Is consistently at work and on time;
Ensures work responsibilities are covered when absent;
Arrives at meetings and appointments on time. Customer Service
- Manages difficult or emotional customer situations;

Responds promptly to customer needs;
Solicits customer feedback to improve service;
Responds to requests for service and assistance;
Meets commitments. Dependability
- Follows instructions, responds to management direction;

Takes responsibility for own actions;
Keeps commitments;
Commits to longhours of work when necessary to reach goals;
Completes tasks on time or notifies appropriate person with an alternate plan. Diversity
- Demonstrates knowledge of EEO policy;
Shows respect and sensitivity for cultural differences;
Educates others on the value of diversity;

Promotes a harassment-free environment;
Builds a diverse workforce. Innovation
- Displays original thinking and…