Description:
IT Systems Specialist
Job Category: Information Technology
Department: IT Services Group
Billable Hours Goal: 80% of worked hours
Location: Rochester, NY
Travel Required: Minimal as needed
Position Type: Full Time
Job Purpose:
The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.
Duties:
- Respond to customer inquiries in a courteous and professional manner
- Answer the most commonly asked questions for defined issues and problems
- Act as first line analyst for service request tickets following established protocols
- Create, document, and escalate issues and problems according to ticketing standards and SLAs
- Monitor ticket queues and provide service or escalation as necessary
- Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
- Set-up and configure new equipment and prepare for install
- Accurately enter and maintain case information including notes and resolution
- Adhere to departmental policies for reporting and managing requests and change control
- Participate in emergency on call rotation schedule
- Internal IT Support as needed
- Identify sales opportunities and pass the information to correct team members
- Submit timesheets accurately and timely
- Other duties as required
Supervision Exercised: None
Supervision Received: Reports to Manager, IT Services
Requirements:
Work Environment/Physical Demands:
- Use of computer and office equipment.
- Ability to remain calm in stressful situations
- Performs all administrative functions expected at this level.
Minimum Qualifications:
Technical Skills
- Strong understanding of available tools to assist in daily tasks
- Ability to troubleshoot server based software issues with:
- Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64)
- Microsoft Windows Active Directory Infrastructure
- Microsoft Terminal Server 2003/2008/2008 R2 (x32 and x64)
- Microsoft Remote Desktop Services
- Microsoft Azure
- Knowledge of workstation/server hardware and software troubleshooting abilities
- Very knowledgeable of various workstation peripherals such as printers, PDAs, scanners, etc.
- In depth knowledge of workstation hardware and software troubleshooting abilities
- Working knowledge of HP and Dell equipment; general understanding of storage solutions
- Extremely knowledgeable in troubleshooting and resolving workstation based software issues with:
- Microsoft Windows XP, Vista, 7, and 10 (x32 and x64)
- Microsoft Office 20XX
- Domain and workgroup environments
- Knowledge and understanding of AD, DNS, the Internet and mail flow is preferred
Soft Skills
- Strong written and verbal communication skills
- Pleasant and professional demeanor in all client and internal communications
- Ability to multi task
- Intellectually resourceful with sound judgment and effective decision-making abilities
- Independent worker and able to work effectively on daily tasks without direct supervision
- Strong organization skills and ability to operate efficiently throughout daily tasks
- In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
- Demonstrates empathy with users and professionalism at all times
- Work well with clients at all levels
- Operates with client satisfaction in mind
- Energy, enthusiasm and results-oriented
Education and Experience
- Bachelor's degree preferred
- CompTIA A+ and Network+ preferred
- Microsoft Technology Associate (MTA) preferred
- At least two years relevant experience in providing telephone/remote desktop support
Additional Requirements
- Ability to schedule for evening or weekend work occasionally
- Valid driver's license in your state of residence and reliable personal vehicle
Compensation details: 0 Yearly Salary
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