Senior It Support Specialist

Sr. IT Support Specialist

Summary: The SR. IT Support Specialist is responsible for the day-to-day support of offices and remote users within a given business region. This includes actively resolving end user help requests within regional offices and field operations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Duties and Responsibilities: include the following. Other duties may be assigned:

• Maintain all aspects of the computing environment at the regional branch office. This includes Active Directory and email accounts, data circuits, IP phone system, and local server management.
• Administer network access and maintain system security.
• Administer regional servers according to corporate enterprise guidelines including backup, storage management, system upgrades and updates, and security.
• Assist in the customization and adaptation of existing resources to meet end-users’ requirements.
• Provide remote (telephone and online) and face-to-face support to end-users in U.S and Asia-Pac
• Configure and troubleshoot computer equipment, projectors, wireless LANs, and printers.
• Maintain ticketing system and asset Inventory for computing equipment and software.
• Provide and maintain timely and effective communications with internal customers regarding the status and resolution of requests and issues.
• Maintain relationships with suppliers, vendors, and service providers.

Computer Software and Application Skills:

• MCITP, A+, network+ certifications a plus.
• Experience with Anti-Virus Software (Sophos) and Backup Software.
• Experience with Microsoft Windows Server 2008, 2016 and up, Active Directory and all related technologies including Hyper-V, DNS, DHCP, GPO.
• Application support experience with Office 365 Office 2016 and later
• Extensive operating system support including Microsoft Win 8, 10 and above.
• Experience of supporting 3D design tools, such as AutoCAD, Solidworks and PLM software.
• Experience working in a team-oriented, collaborative environment.
• Technical knowledge of network and PC hardware, including HP, Dell and Lenovo.
• Extensive knowledge of handheld device support including Apple, and other smartphones, plus tablet devices.
• Hands-on hardware troubleshooting experience.
• Network equipment support experience with SOHO wireless router, projectors, wireless LANs, printers (workgroup and personal).
• Working technical knowledge of current network TCP/IP protocols, operating systems, and standards, including wireless networking protocols.

Soft Skills:

• Problem solving skills and ability to identify and implement appropriate solutions.
• Ability to prioritize and manage multiple tasks and projects concurrently to meet deadlines.
• Will require to work in the office full time.
• Be available to travel to alternate business sites as needed.
• Work on weekends and beyond normal business hours when required.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phone, photocopiers, etc.

Physical Demands:

This position must be able to remain in a stationary position 75% of the time. The person in this position needs to occasionally move about the office to access file cabinets, copiers, scanners, etc. The person in this position constantly operates a computer, copier, and calculator. This position must be able to frequently communicate with vendors and colleagues via email and phone.

Education/Experience:

• Associate degree in a Computer or Engineering related field or the equivalent combination of education, technical training and related experience.
• 5+ years of practical IT-specific work experience

Benefits:

• 401(k) matching
• Medical, Dental, Vision insurance
• Short Term Disability Insurance/Long Term Disability Insurance
• Employee Assistance Program
• FSA and HSA
• Generous Paid Time Off
• Tuition reimbursement