(Unfortunately NO Corp2Corp or 3rd Parties Please )
The HelpDesk Technician - IT Support Specialist II position is responsible for being the first point of contact for all IT support related items. You will be responsible for a variety of tasks to ensure the technology needs of the employees are met so they can effectively perform their duties. The ideal candidate will perform these tasks while maintaining a positive and productive relationship with the employees, vendors, and clients.
Responsibilities Include but are not limited to:
Duties include the following (other duties may be assigned as required by management):
Serve as the initial point of contact for IT requests.
Manage IT support requests utilizing ticketing system; resolve or escalate issues accordingly.
New employee onboarding: accounts creation; workstation and mobile device setups and configuration.
Install, manage and troubleshoot various SaaS and on-premises software systems such as G Suite, Office 365, Quickbooks, , Corridor, Flightbridge, etc.
Manage and troubleshoot VoIP phones
Trouble shoot existing low voltage wiring and run new cables as needed.
Provide end-user support as needed: hardware and software troubleshooting; email; wireless connectivity; MS Office applications; printing connectivity issues, etc.
Document all incidents in ticketing system
Update and maintain knowledge and configuration management databases
Coordinate w/existing vendors and service providers
Assist w/ IT infrastructure projects
Identify user needs, provide end-user training as appropriate
Participation in the development and improvement of processes and internal controls.
Maintaining a positive relationship with customers and vendors alike.
Office 365 experience
Experience with VOIP
Experience w/ Active Directory and Windows Server environments
Knowledge of Ubiquiti Unifi
Knowledge of networking and firewalls
Industry certifications: A+, N+, Sec+, CCENT, MCP, ITIL
5+ years of IT support experience
Excellent customer service and communication skills
Experience with desktop and mobile support, configuration and setup: Windows OS, Google Chrome OS, iOS, and Android.
Ability to adapt to changing needs while responding quickly and positively.
Ability to plan, prioritize, and complete assignments within deadlines.
Must have a valid driver's license.
Must be able to work as part of a team and independently, in high stress and fast paced environment- ability to focus during busy periods throughout the month and year.
Must be a highly motivated and organized, as well as have extreme attention to detail.
Be able to pass a pre-employment background check and drug test.
Must be able to work nights, weekends, and holidays as needed - we're a firm believer in work/life balance but the nature of IT will sometimes require after hours work.