IT Support Specialist - Expedite Technology Solutions

Based on-site in the Albuquerque, NM facility, the IT Support Specialist will work closely with the IT Support Team Lead, managing the IT Service Desk queue and carrying out the day-to-day Service Desk functions required to provide the efficient delivery of IT services. Effective communication and world-class support is vital to the success of this role.

You'll have the opportunity to provide instruction, guidance, and technical support to the different teams to deliver and support IT systems through efficient management of the IT Service Desk. This is carried out via on-site desktop support, phone, IM, and email. You'll also be responsible for ensuring that systems are compliant with applicable standards to maintain robust information security in accordance with PSR and NIST 800-171.

WHAT YOU'LL DO:

• Provide quality IT support and service by interacting positively with our staff, answering inquiries, and effectively handling complaints.
• Utilize JIRA ticketing system to respond to user incident inquiries and requests
• Use Active Directory to provision new hire accounts and create new hire documentation
• Install baseline software and role-specific software for new users on laptop devices as needed
• Onboard New Hires after orientation, work with sign-ins and test access. Set up Multi-Factor Authentication
• Troubleshoot Windows 10 laptops and desktops, misc. hardware and basic network-related issues
• Install approved software on Windows 10 devices depending on role and business need
• Determine need for replacement hardware and submit purchase order requisitions for approval and ordering
• Replace faulty hardware on Windows/PC devices and test component integrity
• Submit requests to associated departments for read/modify access to specific systems
• Participate in the Continuous Improvement Process; the ongoing effort to improve our service, IT Systems, and processes.
• Assist in the development of new systems and networks.

QUALIFICATIONS:

• High school diploma or GED and 5+ years of experience in an IT support or service role.
• Experience / knowledge:
  • 5+ years supporting users of Windows desktop operating systems, Outlook/Active Directory and peripherals including monitors, printers, as well as projectors and other video display technologies.
  • Familiarity with virtualization technologies, public / private cloud.
  • Active Directory and Group Policy.
  • Supporting users of modern web-based applications including hosting, troubleshooting, security, etc.
  • Familiarity with security frameworks and networking technology: IPSEC, SSL VPNs, firewalls, switches, etc.
  • Worked in a Hybrid Cloud environment: Azure, AWS, O365, etc.
• Basic understanding and experience in following a framework for service delivery such as ITIL.
• Strong organizational skills with the ability to complete complex tasks and meet deadlines.
• Excellent problem solving and analytical skills able to see the big picture, make connections and appropriate decisions.
• Outstanding attention to detail.
• Ability to communicate and present complex and technical concepts and ideas to a general audience.

NICE TO HAVES:

• Linux desktop and Linux server (Ubuntu/Debian) support experience.
• Experience working in a high tech fast paced industry such as semi-conductor or manufacturing industries, supporting hardware/software engineers, labs and manufacturing.
• Excellent verbal and written communication skills.
• Being an exceptional multitasker, displaying excellent time management skills and ability to work under pressure.