IT Support Specialist

• Serve as the first point of contact and front-end support answering inbound

bound helpdesk requests for all areas of the IT Enterprise, interacting with employees, customers, vendors, and contractors

• Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and

remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop equipment

• Install desktop and laptop hardware, software and peripheral components as

required

• Perform onboarding and maintenance of corporate user accounts and groups

within Microsoft Active Directory

• Perform maintenance and troubleshooting on printers and copiers and IP

telephony systems

• Configure, update, wipe and/or repair Windows and Mac desktop systems
• Support the corporate base of iPhone and Android mobile users.
• Setup, configure and troubleshoot Microsoft Office applications and perform

administrative functions within Microsoft Office 365

• Follow up on tracked requests and ensure timely resolution, with goal to

resolve all issues first call

• Provide feedback on reducing ticket times and helpdesk efficiency
• Engage and contribute with the IT team on projects and task supporting

business Enterprise needs

• Provide wireless network support for users including connectivity issues and

administrative functions of the system

• Assist in development of procedures that outline how incidents, requests, and, Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Dependability - Follows instructions, responds to management direction;

Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and

sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

• Innovation - Displays original thinking and creativity; Meets challenges with, administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

• Professionalism - Approaches others in a tactful manner; Reacts well under

pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Problem Solving - Identifies and resolves problems in a timely manner;

Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to

improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

• Safety and Security - Observes safety and security procedures; Determines

appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity

and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

• Technical Skills - Assesses own strengths and weaknesses; Pursues training

and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Occasional exposure to wet and/or humid conditions (non-weather)
• Occasional work near moving mechanical parts
• Occasional exposure to outside weather conditions

• High school diploma or equivalent and 3-4 years' proven experience in a

helpdesk environment (Tier II support)

• Strong understanding of computer systems, mobile devices, and applications in

an Enterprise IT environment

• Experience with wired and wireless Local Area networks (LAN), Wide Area

networks (WAN) and Networking preferred

• Ability to diagnose, troubleshoot and resolve basic to complex end user

technical issues

• Working knowledge of Microsoft and Mac operating systems and Office

products

• Excellent oral and written communication skills
• Certification on Microsoft Client or Server products is preferred, but not

required

• SharePoint, Salesforce or ServiceNow experience is preferred, but not required

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages

competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

• Attendance/Punctuality - Is consistently at work and on time; Ensures work

responsibilities are covered when absent; Arrives at meetings and appointments on time.

• Customer Service - Manages difficult or emotional customer situations, resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains

confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Judgement - Displays willingness to make decisions; Exhibits sound and

accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

• Oral Communication - Speaks clearly and persuasively in positive or negative

situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Organizational Support - Follows policies and procedures; Completes

time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Aligned Data Centers is an equal opportunity employer that embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs