System Support Specialist

The System Support Specialist is responsible for assisting customers with technical issues or questions relating to computer hardware, software, and network connectivity. Their duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone, via remote support sessions and speaking with them about installing hardware or software on their computers. The System Support Specialist is also responsible for troubleshooting end user connectivity issues. Providing onboarding and orientation for new employees, to include prepping and building computers and tablets. At time of onboarding, provide orientation and first look at ALPHA resources to introduce portals, applications, shortcuts, URLs, and operational methods to be successful in their new role., * Desktop and mobile device end user support to include (technical side), related to or working with the following technologies:

• MacOS, Windows 10/11, iOS.
• Network topologies, VLAN’s, L3 networks, Wireless and VoIP.
• New hardware provisioning, inventory maintenance and deployments via JAMF, Manage Engine, Intune, Azure, and AD.
• Equipment check-in/out through internal inventory management system.
• Maintain hardware ecosystem to support ALPHA employees, support software and hardware related troubleshooting.
• Use appropriate judgement to escalate troubleshooting issues to other IT members to expedite resolving problems.

• Microsoft Office suite (Word, Access, Excel, PowerPoint). o Navigation, feature integrations, PowerPoint presentation mode. o MS Word, formatting, font, footer, header, and labeling usage. o Excel, navigating and views in tables, sheets, multi-sheets, charts, graphs, and sorting.

• Browser troubleshooting and navigation, Edge, Chrome, Safari.
• Understanding and familiarity with installing, uninstalling, and repairing software application installations.
• Communication skills, being able to verbalize and communicate clearly and concisely when speaking with fellow employees to resolve issues or errors.
• Ability to work under pressure, tight timelines, or time sensitive resolution conditions.
• Ability to lift equipment and materials: normally <50lbs, boxes, equipment, hardware, accessories, etc.
• Additional duties as required., * Minimum associate level or bachelor’s degree in design, computer science and/or business preferred. Related experience may be considered. Overall, totaling 4 to 6 years of experience.
• Highly proficient with both Mac and Windows Operating Systems.
• Experience and proficiency in Microsoft Office 365 apps, Microsoft Azure platform and Microsoft Active Directory (AD).
• Proficient in network configurations and topologies and hardware configuration differences in operating systems.
• Experience with mobile device management (Intune, MDM’s, JAMF Pro exposure a plus, ABM, AutoPilot).
• Excellent communication skills; communicate clearly and effectively, and comfortable with public speaking.
• Ability to engage and collaborate effectively with people at all organizational levels.
• Possess strong organizational skills, ability work independently or as part of a group.
• Embraces and thrive on a positive, can-do attitude.
• Willingness and ability to learn new systems.