IT Support Specialist
About The Position
This role involves working closely with the Nivel IT team, Service Desk, and users to resolve IT support requests. The specialist will troubleshoot, isolate, and diagnose network/systems problems, and provide support for client-end systems both in-house and remotely. This includes defining and implementing processes, participating in software upgrades and system enhancements, and identifying areas for improvement. The position requires working in a team environment with independent discretion during rotating shifts and documenting solutions. The specialist will also complete assigned projects with minimal supervision, build and maintain Windows 10 images, support Windows 10 on desktops and laptops, and assist other IT teams as needed. Travel is required approximately 35% of the time.
Requirements
- Demonstrated experience with Windows Desktop Operating Systems (Windows 11).
- Ability to work in a fast-paced support environment that may require extended hours and rotational support.
- Participate in a 24x7 On-Call rotation.
- Proven technical experience in troubleshooting or supporting various issues with Endpoints.
- Prior experience supporting the Microsoft Office 365 Suite and Azure.
- Strong technical proficiency in the following areas: Windows 10, Active Directory, Azure, Microsoft Office 365, Printers, Desktops, and Laptops.
- Quick learner with strong analytical, problem-solving, and follow-up skills.
- Strong verbal and written skills.
- Driven by a commitment to customer service and satisfaction, all users and vendors are treated tactfully and courteously.
- Ability to deal with ambiguity and identify/communicate areas for improvement within the existing workstation environment.
Nice To Haves
- Associate’s or bachelor’s degree in IT preferred; may consider 6+ years of relevant experience in place of a degree.
- Knowledge of macOS and macOS hardware, and support for these devices, is desired.
- Experience deploying and managing endpoints in a large facility, at remote locations, and for remote users is strongly desired.
Responsibilities
- Work closely with members of the Nivel IT team, Service Desk, and internal and external users to resolve all IT support requests.
- Troubleshoot, isolate, and diagnose common network/systems problems alone or as part of a team.
- Provide support functions for client-end systems in-house and remotely, 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/process improvements.
- Work in a team environment with the ability to function with independent discretion during rotating shift work.
- Document and share with the team the solutions and Procedures.
- Complete assigned projects with minimal supervision.
- Build and maintain Windows 10 images and support Windows 10 on desktops and laptops.
- Support other IT teams on an as-needed basis.
- Perform all other related tasks as needed by the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
