IT Support Specialist

Our IT Support Specialist will play a crucial role in ensuring the smooth operation of WinnCompanies IT systems and services.

Reporting directly to the Manager of IT Support Services, this position will be responsible for on-going support of companywide networks, systems, and IT assets.

This role requires a solid understanding of Network/Systems administration, and the ability to troubleshoot and resolve technical issues.

As well, this role requires experience supporting an end user community that is dependent on the computing/networking equipment provided to them.

Responsibilities

Diagnose, research, and resolve end-user issues in-person and remotely in a timely manner through established procedure and troubleshooting; escalate as necessary

Communicate and translate technical information to non-technical end users; maintain communication and monitor incidents through resolution

Act as an escalation point for requests not handled by first-level helpdesk support

Provide guidance and explain policies and procedures to end-users

Train end-users on new devices and technologies

Evaluate and address reported phishing emails; provide end-user guidance as necessary

Participate in the maintenance, implementation, and troubleshooting for software, hardware, and servers

Provide network connectivity monitoring and performance troubleshooting assistance

Assist in maintaining accurate hardware and software inventory

Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training aids are current

Assist with preventative maintenance within specified guidelines and procedures

Participate in review and evaluation of new hardware and software products

Support and administration of identity management services including Active Directory, Entra ID, Okta SSO, Okta MFA

Provide audio/video support for Microsoft Teams Rooms technology

Assist in department reporting, data maintenance, systems updates, and other tasks as required

Certifications such as CompTIA Network+, CompTIA Security+, Cisco CCNA, or Microsoft Certified: Azure Administrator Associate are a plus

Collaborate with other IT team members and stakeholders to plan and execute IT projects and company business initiatives related to technology

Requirements

Minimum 3-5 years’ experience in IT troubleshooting support role.

Proficient experience troubleshooting hardware, software, and network issues in-person and remotely.

Proficient with Windows 10/11 and the latest Microsoft Office suite.

Proficient in common administrative tasks in Active Directory.

Experience with basic and advanced administrative tasks in Microsoft 365.

Working technical knowledge of current Internet protocols, including DHCP, DNS, LAN/WAN, HTTPS, SFTP.

Strong customer service orientation.

Excellent verbal and written communication skills.

Ability to communicate ideas in both technical and user-friendly language.

Highly self-motivated and directed, with keen attention to detail.

Able to prioritize and execute tasks effectively.

Preferred Qualifications

Associates degree in related field or equivalent work experience preferred

Full Time