IT Support Specialist

Primary Focus

Help ensure that technology works as transparently and efficiently as possible for all of our end-users. Your primary focus will be end-user and operational support. Serve as the initial point of contact for Capacity’s North Brunswick campus. Maintain, setup and repair printer and computer hardware, troubleshooting and resolving all technical issues in a timely and professional manner. Research and escalate unresolved issues, document and create knowledge base articles to help end-users address common problems on their own in the future. Assist with IT inventory management, additional wiring and various deployment projects as needed.

Primary Duties and Responsibilities

•  Address all helpdesk tickets, calls and emails to resolution in a timely and professional manner
•  Replace Zebra thermal printheads and HP toner and supplies
•  Troubleshoot all software, hardware and network issues that are assigned
•  Diagnose problems by asking accurate, concise questions in a professional manner
•  Assist end-users with connectivity problems, i.e. MFA,VPN, email, printing etc…
•  Create relevant system documentation and helpdesk knowledge base articles for all procedures and projects assigned
•  Deploy/move workstations, printers and other hardware peripherals as required
•  Maintain and repair end-user hardware and peripherals
•  Run and terminate data cabling as needed
•  Provide end-user training when needed
•  Research, test, recommend, implement and troubleshoot new hardware and software
•  Support and maintain AD user account information including rights, security and systems groups
•  Work independently and with co-workers to research problems and find solutions
•  Conduct and assist with the inventory management of software licenses, software, hardware, and other IT supplies
•  Assist in the planning and deployment of future applications and systems throughout the Capacity enterprise
•  Contribute to and help maintain up-to-date technical documentation
  

Attributes needed for this position

•  Ability to demonstrate critical thinking and creative problem solving
•  Ability to demonstrate a positive attitude
•  Ability to multitask and work in a fast paced high demand environment
•  Ability to recognize and prioritize issues and resolve or escalate accordingly
•  Ability to translate technical issues into non-technical language
•  Ability to set high standards of performance for oneself and meet them
•  Ability to learn new processes and procedures
•  Ability to demonstrate a commitment to expanding one’s own knowledge by keeping current with the latest software, hardware and IT news and trends.
  

Required Proficiency

•  Knowledge of Zebra thermal label printer repair and maintenance
•  Microsoft Windows OS – Windows 11
•  Microsoft Office with emphasis on Outlook and Excel
•  Google Chrome
•  VNC and other remote support tools
•  Virus detection and removal
•  Troubleshooting Windows and web-based applications
•  Knowledge of data wiring (CAT, Fiber etc.)
•  Knowledge of Hardware implementations and limitations
•  Basic TCP/IP based network design and troubleshooting
• Knowledge of the following is desired
•  Microsoft, A , Network or related certifications a plus.
•  Basic understanding of Active Directory
•  Okta Identity Services
•  Microsoft Office 365
•  RingCentral Phones/Meetings
•  Data backup and recovery – Clonezilla, Shadow Copy
•  PowerShell scripting
•  Asset management and system monitoring software i.e. Solarwind, Netwrix etc.