It Support Specialist Ii

This position is accountable for ensuring continuity of computer system services for all company computer users by providing the technical support and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems. This role will be four days on site in the Bala Cynwyd Office.
Primary Responsibilities:

• Provide application, operating system (Windows), networking and telephone support to local and remote staff.
• Manage help desk and technical support requests via phone and ticketing system (Samanage).
• Configuration, deployment and maintenance of all company workstations and associated peripherals (printers/faxes etc.) as well as maintaining workstation user accounts including setting up new user accounts, removing terminated user accounts, password resets, email-distribution lists, etc.
• Train staff on available software to help them understand the best use of available tools.
• Track issue progress through Samanage and document problem types.
• Provide support for network printing, handheld devices, distributed and central file services, email clients and protocols, the Microsoft Office Suite and multiple other software packages.
• Repair hardware as necessary and work closely with service vendors to ensure continuity of service.
• Support and configuration of all handheld devices (Androids, iPhones and tablets).
• Maintain audio and video equipment including projector, camera's, drop-down screens, TVs.
• Assist with development and implementation of organization-wide IT policies and procedures.
• Ensure that all phases of support, installations, upgrades, software, hardware, operating systems, etc. are coordinated, monitored, tracked, and resolved.
• Collaborate with all departments for continuous IT needs assessments.
• Provide communications with management and staff members concerning relevant IT information regarding, projects, maintenance, support, or other IT initiatives.
• Troubleshoot network systems and respond to all technical emergencies.
• Manage and maintain asset inventory
• Create audit reports and metrics when necessary
• Work with other members of the IT Team and perform other duties as assigned.

Education:

• Associate degree or equivalent work experience

Experience:

• 2-4 years of experience providing superior desktop support customer service including installing and supporting PC, laptop and mobile hardware and software.
• Professional certifications preferred, but not required (Desktop Support Technician or Support Center Analyst), CompTIA (A+, Network+) or Microsoft (MCSA, MOS, etc.).

Technical Skills:

• Knowledge of remote support tools (TeamViewer, RDP, Logme-In, ShowmyPC, etc).
• Knowledge of creating and managing VOIP phone systems including MS Teams voice.
• Knowledge of computer imaging tools and concepts, Autopilot, Intune.
• Microsoft Office O365 proficiency (Outlook, Excel, Word, PowerPoint), internet and database management.
• Understanding of tools, technologies, and process of the modern LAN/WAN environment.
• Knowledge of MS O365, MS EntraID, Endpoint Security, MS Teams, Exchange Online, Sharepoint, Onedrive, Active Directory, Exchange Server, Windows 10/11, Apple IOS and Android, VOIP Telephony, Wireless (B/G/N), Antivirus, Email filtering.
• Advanced knowledge of data manipulation software (e.g., Adobe, Docusign) used by clients and suppliers, preferred but not required.
• Hardware knowledge switches and routers, Dell, Apple and Android devices (i.e., workstations, laptops and tablets), Printers and scanners.
• Proficient in creating documentations and SOP's

Soft Skills:

• Experience in a fast-paced environment preferred
• Excellent communication and customer service skills
• Flexible and able to adapt to changing situations as needed
• Organized and detail orientated
• Demonstrated ability to solve complicated problems
• Excellent interpersonal, verbal and written communication skills
• Ability to multi-task and work in a fast-paced environment under tight deadlines

Salary Range: $55,000 - $67,000 annual base salary + bonus potential
Please note, the pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, department budget availability, internal equity, geographic location and external market pay for comparable jobs.
What We Offer:

• Enjoy 100% employer-paid benefits, including medical, dental, and vision coverage for you and your family.
• Embrace a flexible work schedule that accommodates your personal and professional commitments.
• Secure your future with a Safe Harbor 401k plan, setting you up for financial success.
• Further your career, with learning and development opportunities!

EEOC Statement:
We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, martial, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We believethat diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.