IT Site Support Specialist

TEKsystems•Franklin, IN

6h•$20 - $25•Onsite

About The Position

The IT Support Specialist is a key player in delivering standard solutions that support processes at sites and is responsible for: Delivery of IT services for a site or multiple sites within a ratio of up to 300 devices (PCs, Servers, Printers, Local Network equipment) managed per FTE. Management of IT Service Delivery activities at the site(s) including maintaining all user support processes, customer relations and IT asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems and phone systems). Ability to support (L1 and L2) for the standard workstation deployment and support. Ability to support (L3) for Server and Virtualization environment Communication & Education: Provide clear communication on upcoming changes and projects, implement best practices to sites and support end-user training. Ensure operational activities aligns with global IT standards and security policies.

Requirements

4-5 years of experience of hands-on desktop support in an enterprise environment
Understanding of how network connectivity works
Understanding of troubleshooting mobile devices
Strong customer service acumen
Strong communication and organization skills
Experience troubleshooting PC hardware
Experience with installation of hardware/software
Patience, ability to be respectful to end users and work through their issues in a positive manner.
Technical education in computer science or equivalent experience/studies.
Minimum of 3 years in service delivery, preferably in a multi-national environment for IT technical and help desk areas.
Ability to multitask and handle high volumes in a fast-paced and demanding environment.
Strong interpersonal and communication skills.
Strong Troubleshooting skills.
Fluency in English communication (spoken, written).
Good knowledge in configuring, managing and troubleshooting Windows Server Operating Systems.
Knowledge of server virtualization.
Ability to define and to check a Disaster Recovery Plan (DRP) and a Business Continuity Plan (BPC).
Good knowledge of TCP/IP and basic Networking.

Nice To Haves

Bachelor’s degree in computer science is advantageous
Any Windows/Cisco certifications are a plus
ITIL Foundations desirable
Other languages will be considered an advantage
Project experience is advantageous

Responsibilities

Troubleshooting any needs of their sites and to be hands on for any project work that is coming.
Troubleshooting PC hardware, such as monitors, mice, keyboards, and RF guns.
Troubleshooting mobile devices, including mobile phones and iPad devices (iOS and Apple).
Installation of hardware/software.
Basic troubleshooting of network connectivity issues before escalating.
Delivery of IT services for a site or multiple sites.
Management of IT Service Delivery activities at the site(s) including maintaining all user support processes, customer relations and IT asset management.
Support (L1 and L2) for standard workstation deployment and support.
Support (L3) for Server and Virtualization environment.
Provide clear communication on upcoming changes and projects, implement best practices to sites and support end-user training.
Ensure operational activities aligns with global IT standards and security policies.
Involvement with delivery on improvements to support processes, IT asset management, and customer satisfaction.
Implementation of Group IT shared service standards and support processes across the site(s).
Quality of the IT services delivery at the sites.
Project leadership in their sites for all IT infrastructure and support process changes for IT shared services.
Coverage of critical issues at the sites.
Ensuring security alignment with IT policies.
Documenting knowledge base, procedures, and help guides.
Asset Management.
Installing/repairing hardware.
Application/software troubleshooting.
Printer and multi-function device management.
Data backup and restore.
Infrastructure Testing.
Network/Servers Support.
Support for setup and configuration of LAN switches and Access Points (wired and wireless).
Management of network documentation.
Management of monitoring tools used to monitor network equipment and servers.
Maintaining and administering server related activities such as patching, updates etc.
User management (onboarding/offboarding, updates).
Major events support.
Site events support.
Support end user education.