IT Systems Specialist

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Billable Hours Goal: 80% of worked hours

Travel Required:

Minimal as needed

Position Type:
Full Time

Job Purpose:

The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.

Duties:

• Respond to customer inquiries in a courteous and professional manner
• Answer the most commonly asked questions for defined issues and problems
• Act as first line analyst for service request tickets following established protocols
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor ticket queues and provide service or escalation as necessary
• Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
• Set-up and configure new equipment and prepare for install
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as required

Supervision Exercised:
None

Supervision Received:
Reports to Manager, IT Services

Description:

IT Systems Specialist

Job Category:
Information Technology

Department: IT Services Group

Billable Hours Goal: 80% of worked hours

Location:

Rochester, NY

Travel Required:

Minimal as needed

Position Type:
Full Time

Job Purpose:

The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.

Duties:

• Respond to customer inquiries in a courteous and professional manner
• Answer the most commonly asked questions for defined issues and problems
• Act as first line analyst for service request tickets following established protocols
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor ticket queues and provide service or escalation as necessary
• Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
• Set-up and configure new equipment and prepare for install
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as required

Supervision Exercised:
None

Supervision Received:
Reports to Manager, IT Services

Work Environment/Physical Demands:

• Use of computer and office equipment.
• Ability to remain calm in stressful situations
• Performs all administrative functions expected at this level.

Minimum Qualifications:

Technical Skills

• Strong understanding of available tools to assist in daily tasks
• Ability to troubleshoot server based software issues with:
• Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64)
• Microsoft Windows Active Directory Infrastructure
• Microsoft Terminal Server…