IT Support Specialist

Job Summary:

To provide general help desk user and application support on company approved computer applications and platforms, and assisting the IT department with insurance and network computer services

Primary Responsibilities and Duties:

The duties of the Help Desk Technician, include but are not limited to:

• Field all incoming service desk calls and emails (troubleshooting remote access issues, desktop issues, etc.)
• Utilize discretionary troubleshooting methods to identify SLA from high priority to low priority within a short time frame
• Provide remote desktop-related technical support with an emphasis on first call resolution and quality while simultaneously providing high quality customer service
• Provide incident resolution via face to face interactions, phone calls, remote tools, and email.
• Escalate advanced technical issues to appropriate team
• Setup and prepare computer systems including configuring hardware and installing operating systems, applications and software
• Setup and maintain user accounts in Active Directory and Exchange
• Assists Network Administrators in creating materials for end-users and resolving issues
• Perform other IT related functions and duties as needed and assigned 

Requirements and Qualifications:

• Associate’s degree (Bachelor’s degree preferred) and/or minimum of 2 years of providing tier 1 tech support, both in person and remotely

Technical:

• Good understanding of Windows Server environments (SBS,2003, 2008 R2 & 2012)
• Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)
• Experience working in Exchange 2010 email systems
• Experience setting up and maintaining user accounts in Active Directory
• Experience using Bitlocker
• Experience imaging using SCCM
• Knowledge and hands-on experience providing remote support to users using Windows 7, Windows 8 and other mainstream Microsoft applications
• Experience with VDI (preferred)

Soft Skills:

• Must be able to communicate technical jargon to non-technical people
• Leading clients through discovery phase (asking the right questions)
• Aggressive problem solver while simultaneously displaying excellent customer service
• Above average written and verbal skills
• Excellent time management and prioritization skills
• Ability to gather data, compile information and prepare reports
• Exceptional organization, customer service and time-management skills

Physical Demands and Work Environment

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to regularly sit, hear, and reach with hands and arms. The employee is occasionally required to stand, walk and stop. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus using a computer screen.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  The noise level in the work environment is usually moderate to loud. Travel is minimal with most contact with users is by phone and correspondence.