IT Support Specialist II

Title: IT Support Specialist 2

Reports to: VP of Operations & IT

Overview

The CCI Solutions Information Technology Support Specialist will help support all aspects of the information systems in use at CCI Solutions. The primary purpose of this position is to make sure day to day activities related to running the business are supported, and to review all hardware, software and procedures used in the business to make sure that a stable environment that is optimized to increase a productive smooth flow of business. This position serves each and every team member to help them be successful in the area of technology. To that end all areas of technologies will be in the purview of this position, under the direction of the VP of Operations and IT. This will include support for hardware (laptops, desktops, servers, SAN, mobile phones, tablets, printers, etc.), all corporate software (Office 365, Assist, Doc Manager, Windows XX, Windows Server XXXX, Backup software, Anti-Virus Software, Firewall management software, etc.), and individual software necessary to perform specific job duties for give positions (dTools, Autocad, Sketup, etc.). Support Specialists’ will also assist with network support, assisting with basic network support for servers, switches, firewalls, WAPs, and other network components including patching, trouble shooting, and configuration will also

As time permits there will be some programming opportunities and production & ad-hoc reporting. This position proposes solutions to business issues as they relate to IT. This may include new software or hardware suggestions, changes in procedures and outside the box thinking. have the primary responsibility for end user support of PCs, printers, backups, user account creation and maintenance. In addition to the primary responsibilities the TSS2 will assist as directed by VP of Operations & IT. Because this position has such a wide range of responsibility the ability to learn and seek new solutions is a must. It is not expected that any one candidate has every qualification, but the ability to adapt and learn will be crucial for success.

Position Responsibilities Role overview including but not limited to:

• Setup PCs for deployment with standard software, and individual software where appropriate
• Installing and configuring hardware and software components to ensure usability.
• Troubleshooting hardware and software issues.
• Repairing or replacing damaged hardware.
• Upgrading the entire system to enable compatible software on all computers.
• Installing and upgrading anti-virus software to ensure security at the user level.
• Performing tests and evaluations of new software and hardware.
• Providing support to users and being the first point of contact for error reporting.
• Establishing good relationships with all departments and colleagues.
• Conducting daily backup operations.
• Managing technical documentation.
• Identifying risks, opportunities, faults, and areas for development within the company's IT framework.
• Designing IT solutions and solving issues effectively.
• Executing well-thought-out solutions and plans to improve company efficiencies.
• Reporting issues, advances made, and other important information to stakeholders.
• Analyzing network data and infrastructure to determine inefficiencies and problems.
• Monitoring computer systems and networks for viruses, malfunctions, and errors.
• Preparing network analytics, data reports, and operational manuals.
• Keeping abreast of the latest advancements in technology, protocols, and best practices.
• Managing information systems by assessing a company's data processes and procedures, such as stocktaking, record-keeping, filing systems, and information distribution.
• Assisting clients with retrieving relevant information from the company's database, such as price lists and updated services.
• Responding to technical support tickets.
• Talking directly to the customer to determine the nature of the technical issue.
• Connecting to the customer’s computer system via remote access.
• Installing new hardware systems, software upgrades, or networking cables.
• Providing minor technical or operational training.
• Completing IT support logs.
• Analyzing data to effectively coordinate the installation of new systems or the modification of existing systems.
• Managing the software development lifecycle.
• Communicating key project data to team members and building cohesion among teams.
• Creating innovative solutions to meet our company’s technical needs.
• Familiarities with operating systems, such as Windows and iOS
• Setup and deployment of VOIP phones
• Create and maintain user account information in Active Directory, creating, and modifying Group policies where appropriate, resetting passwords and modifying user access and privilege
• Updating software with the latest security patches and ensuring the proper defenses are present for each network resource.
• Performing vulnerability and penetration tests, identifying and defending against threats, and developing disaster recovery plans.
• Monitoring network traffic for suspicious behavior.
• Configuring and supporting security tools, such as firewalls and anti-virus software.
• Training staff to understand and use security protocols.
• Develop reporting, queries, data sets to support daily operations of the company
• Work with the VP of Operations & IT to set priorities and schedule time to complete priorities
• Other tasks as assigned

Position Requirements

• Bachelor’s degree in Information systems or relevant work experience
• Certifications not required but a plus.
• Experience administering server-side technology and networked computing systems.
• Familiarity with SQL and database operations.
• Ability to prioritize a wide range of workloads with critical deadlines.
• Excellent critical thinking and problem-solving skills.
• Patient and professional demeanor, with a can-do attitude.
• Hands-on programming experience using relevant languages.
• The ability to prioritize activities and deliver projects on time and within budget.
• Project management and teamwork skills.
• Excellent communication skills and the ability to explain technical information in layman's terms.

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Olympia, WA 98501: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Help desk: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: One location