Regional IT Support Specialist - Southwest Key Programs

Job Summary::

 

The Regional IT Support Specialist is primarily responsible for providing excellent customer service and support in a responsive, respectful manner to end users on a variety of computer and telecommunications issues. Installs and maintains computer hardware, software and peripherals. The position may require more work hours than the normal eight-hour workday.

Essential Functions::

• Monitors the Helpdesk ticket tracking system to respond to problems identified by users in a timely manner.
• Takes user requests over the telephone, e-mail and documents all issues in the company incident management
  system.
• Identifies, researches, resolves, or escalates technical problems.
•  Troubleshoots, resolves or escalate hardware and software problems pro-actively or as identified by users.
• Installs, configures and maintains desktop, laptop hardware and software
• Instructs users in the use of equipment and software.
• Identifies and resolves system security issues to include antivirus, spyware & system software updates.
• Supports and maintains voice communications systems. (VoIP)
• Provides support for audio-visual equipment.
• Provide assistance and support to IT department as needed.
• Able to react to change productively and handle other essential tasks as assigned.

Qualifications and Requirements::

• Associates in Computer Science, Information Systems, or other related field preferred or equivalent work-related
experience. Years of experience may substitute for degree.
• 2-3 years in information technology experience preferably in helpdesk support in a Windows enterprise Active
Directory environment.
• One (1) year experience supporting Windows 7/ Windows 10
• Knowledge of Ethernet networks and TCP/IP settings.
• Experience supporting Microsoft Office 365 or greater; network printing; corporate email.
Preferred
• Experience in Helpdesk Support in a Windows Active Directory environment.
• Experience supporting Exchange email environment.
• Experience with Microsoft MDT / Symantec Ghost / or other OS imaging solutions.
• Bi-lingual (English/Spanish) highly desirable.

Physical Demands::

Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas. While
performing the responsibilities of this job, the employee must be able to access all components of work station and other
office equipment. Frequent typing, writing, bending and twisting. Must be able to lift up to 10 pounds.

Work Environment::

General office environment with moderate noise. This position is mostly sedentary, involves sitting most of the time, but
may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions.
Frequent computer use at workstation for extended periods of time. Public contact position requiring appropriate
business apparel.