Technical Support Specialist

What You'll Do:

The IT Support Specialist is responsible for providing second level support for end-user technical issues as well as identifying issues related to other IT services. Responsible for handling support escalations from tier one support resources.

Essential Functions:

• Provides direct support to the organization's end users
• Coordinates investigations to resolve information system issues
• Research and present recommendations and improvements for user systems
• Manage enterprise document management system including user access control, troubleshooting, and system updates
• Maintain helpdesk ticketing system configuration, updates, and reporting
• Utilize scripting such as batch and PowerShell for software deployments and configuration changes
• Manage user access controls, share permissions, and group membership in Active Directory
• Perform and maintain security patching and updates on all desktop computers, laptops, and other end-point devices
• Provide elevated support for enterprise technology including 3rd party branch technology and member delivery systems and solutions
• Utilize Group Policy Management for software installation, registry changes, and control settings on computers
• Manage Exchange mailboxes, distribution groups, and calendars
• Manage end-point encryption and hardening solutions for all end-point devices
• Troubleshoot and resolve issues related to hardware and software including PCs, printing devices, peripheral devices, 3rd party applications, Windows Operating Systems, and conference room AV equipment
• Ensure tickets are resolved in a timely manner, updated, or closed daily
• End-user management within active directory including employee onboarding and decommissioning, password management, and account management
• Create and update technical documentation provided to users for common issue resolution
• Provide after-hours support as needed or directed
• Support Audio/Video solutions such as content management, conference rooms, and video conferencing. Work with 3rd parties for new installs, maintenance, and troubleshooting
• Mobile device management including mobile account management, equipment orders, and mobile device end point security administration
• Support remote workforce enterprise solution technologies
• Partner with 3rd party vendors to resolve hardware warranty support issues and replacement of defective equipment
• Manage the hardware life cycle such as laptops, desktops, monitors, printers, and mobile devices
• Deployment, relocation, and removal of computer hardware, software, systems, printers, scanners, and peripheral devices
• Support enterprise print management solution including printer installations, configuration, and troubleshooting
• Provide technical insight to key stakeholders supporting new product and solution implementations
• Maintain organization of IT equipment inventory
• Maintain asset inventory using asset tracking solution
• Document troubleshooting and resolution efforts
• Create and update policies and procedures as needed
• Procure equipment including laptops, desktops, printers, monitors, peripheral devices, mobile devices, and printing supplies
• Assist with desktop security patching
• Provide end user software or hardware training when needed
• Participate in regular team meetings and project discussions
• Maintain familiarity with and follow all policies, procedures and processes which have been established in order to meet compliance requirements of all applicable federal regulations. The regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act

Who you are:

• Required: 4+ years technical end user/help desk support experience
• Preferred: Bachelor's degree in Computer Science or technology related field
• Preferred: A+ Certification
• Ability to effectively prioritize and execute tasks in a high-pressure situation
• Strong judgmental & problem-solving skills required
• Promote and maintain positive team relationships
• Excellent interpersonal and communication skills, both oral and written
• Good organizational and time management skills required; detail oriented with the ability to multi-task

Location: Northlake, GA, US

Posted Date: 11/23/2024