IT Support Specialist
About The Position
The IT Support Specialist is part of GoodLeap’s Employee Technology Enablement team, which provides IT support from onboarding new employees to assisting existing employees across the United States and Mexico. The specialist answers technical questions, troubleshoots problems, and guides users in productive use of company software and systems. The role calls for technical IT knowledge, interpersonal skills, and the ability to manage multiple high-level tasks under pressure. The position provides level 2 help desk support, assists with company-supported hardware and software, installs hardware and software, maintains inventory, and contributes to IT projects and process improvements. It also includes technical training, new-hire orientations, and participation in emergencies and a routine after-hours on-call rotation. Compensation is $31–$36 per hour. The role is not eligible for visa sponsorship.
Requirements
- Good interpersonal skills, including the ability to communicate clearly with less technical individuals.
- Solid knowledge of general office software, including Windows 10 and Microsoft Office.
- Knowledge of company-supported applications and systems such as Exchange, Active Directory, DNS, and virtual machines.
- Experience with desktop hardware, software applications, operating systems, and LAN connectivity.
- Ability to learn and support new software.
- Three to five years of professional experience.
Nice To Haves
- Experience with Active Directory and Office 365 integration.
- Experience with Cisco Meraki.
- Microsoft certifications are desired but not required.
Responsibilities
- Provide assistance for items escalated to level 2 help desk support.
- Answer staff questions about company-supported hardware and software.
- Develop creative solutions for difficult, complex, ongoing problems.
- Document problems, resolutions, and activities for future reference.
- Identify and analyze problematic trends and provide preventative solutions.
- Recommend improvements to IT operations and processes.
- Apply enterprise-level IT best practices.
- Provide technical training and new-hire orientations as required.
- Participate in projects, tasks, and responsibilities, including emergencies and a routine after-hours on-call rotation.
- Perform hardware and software installations.
- Maintain inventory by placing orders and tracking hardware and software.
- Take ownership of IT work and maintain high-quality standards.
- Perform support responsibilities with integrity and discretion.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
