Information Technology Support Specialist
Role details
Job location
Tech stack
Job description
The Information Technology Support Specialist provides first and second level technical support and guidance to users by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; communicate technical issues with team members to research and implement solutions; documents inquiries and resolution in the ticketing system; communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills.
The IT Support Specialist will experience a wide variety of challenges and needs on a daily basis. They will be responsible for administration and maintaining technical tasks to maintain system security, site documentation, report writing, systems automation, and working on projects with various teams. The IT Specialist will also be responsible for implementing complex systems and working on integration solutions through a broad spectrum of hardware and software to standardize central management.
Essential Functions and Responsibilities
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Provide front line technical support to employees via calls, chat, email, and desk side support
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Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
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End user administration tasks as required for onboarding and offboarding of Active Directory accounts
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Imaging and deploying new hardware
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Updating and deploying software
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Office 365 & SharePoint Administration
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Asset management and device refreshing (EOL planning and scheduling)
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Site documentation
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Maintaining Active Directory Environment
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Maintaining Phone and overhead paging systems
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Maintaining CCTV and Access Control systems
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Installing Network devices, digital billboards, and KPI displays
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Assists in evaluation and deployment of new technology
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Working with various teams on a wide variety of projects
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Staying informed on emerging cyberthreats and ensure proper patching of all systems to prevent attacks, + While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear, and taste or smell. The employee must occasionally lift or move up to 80 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Values We Seek
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Respect: Respect is shown by demonstrating a sense of self-awareness and reflecting on one's own words and actions to adapt, grow, and succeed. We embrace our differences while recognizing what brings us together.
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Collaboration: Collaboration begins with strengthening our relationships with our residents, owners, partners, and employees, relying on strong communication and a deep understanding of the values and needs of all those involved.
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Service-Focused: Understand what internal and external stakeholders value and anticipate their needs; strive to create a meaningful experience and build lasting relationships.
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Performance: Achieving exceptional performance requires us all to work on the right things at the right time and stay aligned with our business fundamentals and priorities. It also requires us to understand the business - carefully and critically analyzing our performance and metrics and weighing options and risks before making decisions.
Expected Hours of Work & Travel
Must be able to work various shifts when needed to cover during regular business hours, including weekends and evenings. Travel may be required.
Requirements
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Experience with Microsoft O365, Microsoft server operating systems and Microsoft desktop applications
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Basic understanding of cyber security fundamentals and best practices including identity and access management
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Experience with virtual environments
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Basic understanding and ability to troubleshoot VOIP technologies
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Working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices
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Exceptional written and oral communication skills
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Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
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Exceptional customer service orientation
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ITIL fundamental knowledge and experience
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Experience in Real Estate environments a plus
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Experience with Microsoft Azure a plus
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Required Education and Experience
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B.S. in Information Technology or relevant field (Work experience may be substituted in lieu of degree)
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IT Related Certifications (CompTIA A+, Network+, Project+, Microsoft, Cisco, etc.)
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5+ years working experience in Information Technology
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Ability to learn and find the answer on your own
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Project Management
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Managing a Microsoft Azure tenant
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Managing Microsoft Intune & Autopilot
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Managing a Microsoft AD Environment with GPO
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Managing O365 suite and services including eDiscovery, Veeam, Exchange management, and spam filters
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VoIP Phone system administration
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Basic Network/ Computer Security
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PowerShell and basic scripting
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WSUS
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Mobile Device Management
Work Conditions & Physical Demands
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Work is performed indoors and outdoors in a residential setting with regular exposure to cold, heat, noise, people, and equipment.
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Able to work independently or as a team member and support managers with special projects.
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Strong collaboration skills - works well across functional areas-excellent relationship-building skills; able to collaborate with various levels of the organization.
