Job Description
Job Summary: The Information Technology Support Specialist's role is to ensure proper computer resource availability so that end users can accomplish organizational tasks. This includes managing and actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts across several systems.
The successful candidate must be a self-starter with the ability to: manage multiple tasks simultaneously, own deliverables end-to-end, prioritize workload effectively, and thrive in a dynamic environment. This individual must also work well under pressure to meet ongoing and overlapping deadlines within abbreviated time constraints while maintaining a "customer service" attitude.
Primary Job Function: - Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Collaborate with a Managed Service Provider and act as an escalation point for the MSP support technicians, ensuring end users receive the best possible service levels.
- Respond to queries in person, via phone, chat, or email.
- Install, modify, and repair computer hardware and software.
- Create and manage new user accounts among several systems.
- Maintain timely and accurate help desk request records using the ticketing system.
- Run diagnostic programs to resolve problems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue resolution.
- Maintain software licensing utilization and hardware inventory.
- Be an active learner, staying abreast of the latest IT trends and updates, continuously learning and improving technical skills.
- Collaborate with the team in technology rollouts/upgrades, ensuring a seamless transition.
- Assist in managing and maintaining hardware and software assets, including inventory, software licenses, and hardware configurations.
- Comply with security policies and procedures and assist in managing security incidents.
- Update, revise, and maintain IT Support-related documentation & Knowledge Base.
- Travel to other Strike facilities as required by the business, up to 20%.
- Perform other duties as assigned.
Experience: - 2+ years of experience in an IT support role.
- 2 years of college/technical study in the field or equivalent education and experience combined. CompTIA A+ certification is preferred.
- Working knowledge of Windows Server Administration with Active Directory (Provisioning, Group Policies, OU, scripting, etc.) and remote systems management tools.
- Experience configuring and troubleshooting desktops, laptops, and other office peripherals.
- Working knowledge of Microsoft Windows 11.
- Experience with Intune and Microsoft 365 Administration.
- Experience configuring and troubleshooting smartphones (Android, iOS).
- Previous experience utilizing an ITSM system to record and track reported incidents.
- Demonstrated ability to deliver superior customer service is required.
- Scripting experience with PowerShell.
Competencies: - Strong troubleshooting and analytical skills.
- Proven time management and follow-through skills with the ability to work on multiple tasks.
- Analyzes problems and makes sound decisions promptly.
- Utilizes multi-tasking and organizational skills with attention to detail and emphasis on quality.
- Displays superior written and oral communication skills and employs active listening skills.
- Displays tactful, mature, professional demeanor with well-developed interpersonal skills, including working with diverse personnel.
- The ability to communicate technical information to non-technical users.
- Can accurately work independently and with a team in an agile environment.
Physical Demands: - Regularly required to sit, talk, and hear.
- Frequently required to reach with hands and arms to grasp.
- Regularly required to stand, walk, stoop, kneel, crouch, or crawl.
- Occasionally lift and/or move up to 40 pounds.
- This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Other Criteria: - Ability to pass Strike’s driver eligibility (MVR) requirements.
- Complies with Strike's policies and procedures.
- Complies with Strike's Drug & Alcohol Policy, maintaining favorable drug testing results throughout employment.
- Performs job safely with respect to others, property, and individual safety.
- Works effectively with others to encourage teamwork and productivity.
- Authorized to work in the United States.
Strike is an Equal Opportunity Employer
Job Tags
Full time, Remote job,