IT Systems Specialist

Description:

IT Systems Specialist

Job Category: Information Technology

Department: IT Services Group

Billable Hours Goal: 80% of worked hours

Location: Rochester, NY

Travel Required: Minimal as needed

Position Type: Full Time

Job Purpose:

The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.

Duties:

Respond to customer inquiries in a courteous and professional manner

Answer the most commonly asked questions for defined issues and problems

Act as first line analyst for service request tickets following established protocols

Create, document, and escalate issues and problems according to ticketing standards and SLAs

Monitor ticket queues and provide service or escalation as necessary

Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)

Set-up and configure new equipment and prepare for install

Accurately enter and maintain case information including notes and resolution

Adhere to departmental policies for reporting and managing requests and change control

Participate in emergency on call rotation schedule

Internal IT Support as needed

Identify sales opportunities and pass the information to correct team members

Submit timesheets accurately and timely

Other duties as required

Supervision Exercised: None

Supervision Received: Reports to Manager, IT ServicesRequirements:

Work Environment/Physical Demands:

Use of computer and office equipment.

Ability to remain calm in stressful situations

Performs all administrative functions expected at this level.

Minimum Qualifications:

Technical Skills

Strong understanding of available tools to assist in daily tasks

Ability to troubleshoot server based software issues with:

Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64)

Microsoft Windows Active Directory Infrastructure

Microsoft Terminal Server 2003/2008/2008 R2 (x32 and x64)

Microsoft Remote Desktop Services

Microsoft Azure

Knowledge of workstation/server hardware and software troubleshooting abilities

Very knowledgeable of various workstation peripherals such as printers, PDAs, scanners, etc.

In depth knowledge of workstation hardware and software troubleshooting abilities

Working knowledge of HP and Dell equipment; general understanding of storage solutions

Extremely knowledgeable in troubleshooting and resolving workstation based software issues with:

Microsoft Windows XP, Vista, 7, and 10 (x32 and x64)

Microsoft Office 20XX

Domain and workgroup environments

Knowledge and understanding of AD, DNS, the Internet and mail flow is preferred

Soft Skills

Strong written and verbal communication skills

Pleasant and professional demeanor in all client and internal communications

Ability to multi task

Intellectually resourceful with sound judgment and effective decision-making abilities

Independent worker and able to work effectively on daily tasks without direct supervision

Strong organization skills and ability to operate efficiently throughout daily tasks

In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate

Demonstrates empathy with users and professionalism at all times

Work well with clients at all levels

Operates with client satisfaction in mind

Energy, enthusiasm and results-oriented

Education and Experience

Bachelor's degree preferred

CompTIA A+ and Network+ preferred

Microsoft Technology Associate (MTA) preferred

At least two years relevant experience in providing telephone/remote desktop support

Additional Requirements

Ability to schedule for evening or weekend work occasionally

Valid driver's license in your state of residence and reliable personal vehicle

Compensation details: 0 Yearly Salary

PI96c27f8af7bf-7036

Permanent