IT Support Specialist

Job ID
2021-8410
Location
Miramar - ARC-One
Geographic Location
US-FL-Miramar

Overview

Serves as the first point of contact for customers seeking technical assistance and support. Troubleshoots and documents customer issues in a timely and professional manner either remotely or onsite.

Responsibilities

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

  • Monitors and responds quickly and effectively to requests received through the phone, e-mail or ticketing system
  • Accomplishes onsite and remote troubleshooting through diagnostic techniques, asking pertinent questions or connecting remotely to the user’s session
  • Performs hands-on desktop level tasks including but not limited to installing hardware, software, implementing file backups, configuring systems and applications
  • Makes recommendations on the best solution for the reported incident or request
  • Escalates unresolved issues to the next level support
  • Documents requests, events, and resolutions in ticketing system
  • Maintains the hardware and software inventory database
  • Manages user onboarding/offboarding on Office 365
  • Obtains customer feedback information and effectively communicates to all applicable internal staff members
  • Updates documentation and knowledge base of products and/or services
  • Prepares reports and correspondence as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

EDUCATION AND/OR EXPERIENCE:

Associates degree in Information Systems, Business, or related field from an accredited college or university and two (2) years of related experience or an equivalent combination of education, certification, training, and/or experience.

 

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

Microsoft 365 Certificed: Modern Desktop Administrator Associate  preferred.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Working knowledge of Windows Operating Systems
  • Working knowledge of Microsoft Office 365 including but not limited to managing user’s accounts, groups, permissions, mailboxes, applications licenses, etc.
  • Working knowledge of PC Hardware (computers, peripherals, printers, etc.)
  • Working knowledge of IP networking (TCP/IP) and commonly associated services (DHCP, DNS, FTP, etc.)
  • Experience administering Active Directory users and groups
  • Excellent customer service skills
  • Excellent verbal and written communication skills in English and Spanish, preferred
  • Strong organizational skills; able to manage priorities and workflow
  • Ability to work independently and as a member of various teams and committees
  • Ability to understand and follow written and verbal instructions
  • Ability to adapt to changing priorities
  • Ability to effectively communicate with people at all levels and from various backgrounds.

PHYSICAL REQUIREMENTS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds).

 

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.  

 

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.  

 

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