It Support Specialist

ROLE: Provides support to end-users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.

PRIMARY RESPONSIBILITIES

• Rely on and adhere to pre-established processes and guidelines to perform the functions of the job
• Setup, configure, and install laptops, desktop PCs, and related software
• Investigate hardware problems and perform system hardware/software repairs
• Identify, research, and resolve technical problems related to various applications
• Respond to telephone calls, emails, and personnel requests for technical support
• Document, track, and monitor problems to ensure a timely resolution
• Operate and maintain audio/video systems operations.
• Maintain hardware & software inventory and IT-related equipment such as printers and copiers
• Manages workstation updates to the system and ensures that the system is functioning properly after updates have been installed
• Work with vendor support for warranty repairs and issue resolution
• Add or remove user accounts and password resets in an Active Directory Domain and Office 365 GCC High Environment
• Maintain backups and media inventory
• Escalate problems when appropriate
• Support emerging and evolving technologies (desktops, laptops, smartphones, tablets, and other handheld devices
• Log all service requests into the Trident Helpdesk Ticketing System
• Create and maintain high-quality documentation of all relevant specifications, systems, and procedures
• Ability to perform creation and termination of user accounts and password resets in an Active Directory Domain Environment
• Required to comply with all applicable laws pertaining to IT security, including but not limited to report immediately any child pornography discovered on electronic and information technology equipment
• Ability to work as a team player, be innovative, and proactive in coming up with resolutions to problems

AUTHORITY

Authority to enforce the Information Technology Department’s policies and procedures.

QUALIFICATIONS

Education/Certification: Associate degree in a related field, bachelor’s degree preferred.

Minimum Experience:

• 3-5 years of related experience supporting Microsoft Windows 10-11 Professional
• 3-5 years of experience with systems monitor and troubleshooting tools
• 3-5 years of experience supporting Intel-based desktop computers, preferably Dell's, HP’s Microsoft’s workstations.
• Experience with Microsoft Office 365 desired.
• Experience troubleshooting printers, fax machines, and copiers desired.
• Experience with Veeam Back and Restore preferred but not required.

Knowledge & Skills:

• Excellent understanding of related hardware and software, including server applications, networking environments, firewalls, Internet applications, etc.
• Must be able to set priorities, multitask, and work independently.
• Excellent communication skills are required.
• Ability to work well in a team environment as well as independently.
• Demonstrate resourcefulness and creativity to resolve issues.
• Strong documentation and research skills.
• Professional maturity to operate independently without constant supervision.
• Self-confidence to present own ideas and perspectives to management.
• Ability to interact effectively with people at every level of the organization.

Trident Systems, Inc. offers flexible, comprehensive, and competitive benefits such as:

• PTO
• Medical/Dental/Vision
• Paid Life Insurance/STD/LTD
• Educational Assistance
• Hybrid Work Schedule

EEO Statement: All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability, race, national origin, color, religion, sex, gender identity, or sexual orientation.Trident Systems Incorporated is an Equal Opportunity Employer of protected Veterans and a VEVRAA Federal Contractor. Trident Systems has a desire for priority referrals of protected Veterans. http://www.tridsys.com/pdfs/eeo-post.pdf