IT Support Specialist

Nivel•Jacksonville, FL

10d•Onsite

About The Position

Reporting to the Director of IT Services and based in Jacksonville, Florida, the IT Support Specialist provides technical support to office and distribution center users in a 7x24x365 environment. Support ranges from routine to complex and includes participation in projects involving analysis and system administration. The role develops standard procedures, processes, and user materials; provides systems recommendations; conducts software and hardware benchmarking; installs software and updates; and assists users and peers with systems-related training. Travel to remote locations within the United States is required; the posting gives travel estimates of up to 35% and 20%.

Requirements

Associate’s or bachelor’s degree in IT preferred; six or more years of relevant experience may be considered in place of a degree.
Demonstrated experience with Windows desktop operating systems, including Windows 10 and 11.
Ability to work in a fast-paced support environment that may require extended hours and rotational support.
Participation in a 24x7 on-call rotation.
Technical experience troubleshooting or supporting endpoint issues.
Experience supporting Microsoft Office 365 and Azure.
Strong technical proficiency with Windows 10, Active Directory, Azure, Microsoft Office 365, printers, desktops, and laptops.
Strong analytical, problem-solving, and follow-up skills; ability to learn quickly.
Strong verbal and written communication skills.
Customer-service orientation and ability to treat users and vendors tactfully and courteously.
Ability to handle ambiguity and identify and communicate opportunities for improvement in the workstation environment.
Willingness to travel to remote US locations; the posting lists travel as both up to 35% and 20%.

Nice To Haves

Knowledge of Mac OS X and Mac hardware, including support of these devices.
Experience deploying and managing endpoints in a large facility, at remote locations, and for remote users.

Responsibilities

Work with the IT team, Service Desk, and internal and external users to resolve IT support requests.
Troubleshoot, isolate, and diagnose common network and systems problems independently or as part of a team.
Provide support for in-house and remote client-end systems, including design, development, troubleshooting, diagnosis, and problem resolution.
Follow through until problems are resolved.
Define and implement processes within the support environment.
Participate in and lead organization-wide software upgrades and systems enhancements.
Identify and implement systems, software, and process improvements.
Work in a team environment and exercise independent discretion during rotating shift work.
Document and share solutions and procedures with the team.
Complete assigned projects with minimal supervision.
Build and maintain Windows 11 images and support Windows 10 on desktops and laptops.
Support other IT teams as needed.
Perform other related tasks based on organizational needs.
Provide systems-related training to users and peers.
Develop standard procedures, processes, and user materials; provide systems recommendations; conduct software and hardware benchmarking; and install software and updates.