It Support Specialist (Hybrid)

Vital Research is seeking a dedicated IT Support Specialist to join our dynamic team. In this role, you will be a key player in ensuring the smooth operation of our technical infrastructure, focusing on device and account setup, mobile device management, and technical support. Your responsibilities will include aiding users in their onboarding process, managing tech supplies, overseeing the MDM application, and installing and maintaining hardware and software. Your contribution will be crucial in supporting our team's efficiency and technological reliability

Responsibilities: 

User Support: 

• Respond to, diagnose, and resolve technical issues reported by end-users through various channels. 
• Provide meticulous assistance with hardware and software problems, ensuring quick and effective resolution. 
• Open support cases in vendors, track their progress, and provide regular follow-ups to end-users, ensuring resolution and satisfaction. 

• Provide technical support, resolving common user issues and supporting project requirements. 
• Utilize IT ticket system to manage user support. 

Hardware and Software Maintenance: 

• Install, configure, and maintain computer systems, peripherals, and software applications, including BOX, Office 365, and Zoom. 
• Conduct routine maintenance, updates, and patches to uphold system security and functionality. 
• Manage and maintain office tech supplies, assisting users and replacing outdated or defective equipment to ensure optimal operational efficiency. 
• Set up peripheral devices and hardware, like printers, keyboards, mice, docking stations, and displays, to facilitate daily office tasks. 
• Assist in the research and procurement of computer accessories and supplies, ensuring the best quality and value for the organization. 
• Manage software licenses for Zoom, Office 365, Salesforce, BOX, and other suppliers as needed, making sure that they are used effectively and in compliance. 

Network Support: 

• Address basic network-related issues, such as connectivity problems, and ensure stable network operation for end-users. 
• Collaborate with network administrator to troubleshoot and resolve more complex network issues. 

MDM and Device Setup: 

• Oversee the MDM application, configuring and securing devices by setting up accounts and hardware to support company projects, ensuring seamless integration and security. 

Documentation and Training: 

• Create, update, and maintain IT documentation and hardware/software inventory. 

• Conduct training sessions for end-users on IT best practices and system usage. 
• Communicate software status and updates to end users. 

Security and Compliance: 

• Enforce IT security policies, participate in incident response, and manage vulnerabilities. 
• Educate users on security best practices and ensure compliance with security protocols. 

Collaboration and Remote Support: 

• Collaborate closely with users across departments to resolve complex issues and provide remote support using advanced tools. 
• Perform additional duties as necessary to support the IT team and organizational objectives. 

Qualifications: 

• 4 years of experience in IT support or a related field with a strong technical understanding and ability to solve problems efficiently. 
• Proven experience and in-depth knowledge of managing and supporting BOX, Office 365, and Zoom environments. 
• Proficiency in setting up and troubleshooting tech devices to support office routines. 
• Excellent communication and interpersonal skills to effectively interact with team members and users. 
• Familiarity with a variety of operating systems, hardware, and software applications. 
• Knowledge of IT security principles and best practices. 

Benefits:

• Medical, dental, and vision care plans are provided.
• Flexible PTO
• Flexible work hours
• 401k retirement plan after one year of employment
• Annual professional development stipend
• Paid parking
• Employee Assistance Program

About Vital Research
Founded in 1982, Vital Research is a national research consulting firm specializing in delivering quality social science research. Our mission is to amplify the voices of underrepresented populations through inclusive social science research and evaluation that create vibrant communities. Our team executes research, evaluation, and survey projects for clients across 40 states spanning multiple industries. The result – we help clients answer key questions, generate useful findings, and transform communities.

For more information visit www.vitalresearch.com