IT Support Specialist I

Summary
The IT Support Specialist I provide 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.