IT Support Specialist

Our IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide first-line support for all staff. The IT Support Specialist is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person (for walk-in customers) and self-service. This position will be based out of the Louisville region supporting CMTA offices reporting to the CMTA IT Operations Manager.

Role & Responsibilities:

• Be the onsite local presence of IT for our customers, aiding and resolution to issues in a prompt, courteous, and empathetic manner.
• Work with in-house staff as well as outsourced service and hardware vendors on technical support issues to ensure minimal downtime and disruption.
• Provide support for users in the operation of a range of hardware including printers, scanners, and other external peripherals.
• Assist in maintaining, updating, inventorying, and troubleshooting (both onsite and remotely) approximately 1,000 devices, including servers, desktop computers, laptops, and mobile devices.
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.
• Assist all our users with any logged IT-related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update, and document requests using the IT service desk system (ServiceNow).
• Install and configure new IT equipment and accurately keep track of asset lifecycle from assignment to repair, to refresh, to recovery.
• Resolve incidents and upgrade different types of software and hardware including printers, copiers, and scanners.
• Create temporary user accounts and reset passwords ensuring that the correct permissions and data security are applied.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• Other duties as assigned

• Associate’s degree in Information Technology or equivalent experience.
• 3+ years of experience within the information technology field, including but not limited to PC and mobile device support.
• Experience with the following technologies:
• Dell Desktops and Laptops
• Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint
• Apple and Android Tablets and Phones
• Problem-solving skills and the ability to troubleshoot IT issues.
• Verbal and written communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Customer-focused attitude with a commitment to providing high-quality service.
• Experience with mobile device encryption implementation and management is preferred.
• Experience with IP security camera and video recording server management is preferred, Candidates must have current work authorization in the U.S.; visa sponsorship is not available for this position.

401(k) Plan with Company Match: Currently match contributions dollar-for-dollar up to 4% of eligible pay; immediate vesting.

Health & Welfare Benefits: Employer provided medical, dental, vision, prescription drug, Employee Assistance Program and accident & illness coverage.

Life and Disability Insurance: Employer provided basic life insurance and AD&D valued at 50K coverage amount with the option for voluntary buy up for additional coverage.

Time Off: Flexible non-accrual vacation; company holidays per policy. (For California employees, this is separate from California paid sick leave, if applicable.)

Expenses: Business travel and related expenses reimbursed per company policy., Where pay ranges are indicated, please note that a successful candidate’s exact pay will be determined based relevant job-related factors, including any of the following: candidate’s experience, skills, and qualifications, as well as geographic and market considerations. We are committed to ensuring fair and competitive compensation for all employees and comply with all applicable salary transparency laws.

CMTA (https://www.cmta.com/) is one of the fastest growing engineering firms in the U.S., with nationally recognized expertise in sustainable, high-performance building engineering. We are a collaborative, innovative, and energetic team that leverages a data-driven, holistic approach to consulting engineering, performance contracting, and zero energy projects. We focus on finding engineers whose skills and personalities drive them to excel, fostering a workplace that provides unparalleled growth and career opportunities., Legence (https://www.wearelegence.com/) (Nasdaq: LGN) is a leading provider of engineering, consulting, installation, and maintenance services for mission-critical systems in buildings. The company specializes in designing, fabricating, and installing complex HVAC, process piping, and other mechanical, electrical, and plumbing (MEP) systems-enhancing energy efficiency, reliability, and sustainability in new and existing facilities. Legence also delivers long-term performance through strategic upgrades and holistic solutions. Serving some of the world’s most technically demanding sectors, Legence counts over 60% of the Nasdaq-100 Index among its clients.