IT Support Specialist

Clearwater Analytics • Boise, ID

1d

About The Position

The IT Support Specialist coordinates, diagnoses, and troubleshoots employee IT issues involving desktop, laptop, network, software, and hardware services. The role provides support to employees, works to resolve issues promptly or escalate them to appropriate technical personnel, and keeps management and end users informed of case status. It also contributes to developing, documenting, and implementing IT support procedures and customer service guidelines.

As a member of the Help Desk Team, the specialist provides second-tier support for simple to moderate issues and tickets, responds proactively to escalated incidents, and completes projects that support IT operations and deliver business value. The position also supports onboarding and provisioning, maintains inventory, installs and assembles equipment, and helps junior team members develop their proficiency.

Requirements

• Knowledge of Intune and JAMF administration.
• Knowledge of Azure Active Directory.
• Experience with Microsoft Windows operating systems, Microsoft Office products, and Mac.
• Experience with multiple Linux distributions; comfort with command-line use and scripting.
• Experience with networks, firewalls/security, and operating systems.
• Ability to safely lift 50 pounds.
• Self-motivated and self-organized.
• Basic mechanical aptitude.
• Ability to troubleshoot first-tier computer hardware and software issues.
• Strong computer skills, including proficiency in Microsoft Office.
• Excellent attention to detail and strong documentation skills.
• Outstanding verbal and written communication skills.
• Strong organizational and interpersonal skills.
• Exceptional problem-solving abilities.
• Ability to collaborate well with other teams.
• Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, or Apple Support.
• At least 4 years of relevant experience.

Responsibilities

• Provide second-tier IT support to employees and the business, resolving simple to moderate problems and tickets as part of the Help Desk Team.
• Respond proactively and promptly to escalated employee issues and incidents.
• Complete tasks and projects that support IT operations and deliver systems and features of value to the business.
• Resolve software, hardware, and basic network/802.1x issues.
• Identify quality and reliability issues in maintained systems.
• Assist new hires with setup, IT tools, and best practices.
• Support business integration and provisioning while ensuring best practices are followed.
• Seek input from teammates and outside experts on system and feature design.
• Execute business deliverables that require off-hour support or tasks.
• Assemble workstations, including mechanical standing desks.
• Unbox and organize inventory items.
• Receive and organize inventory while maintaining the inventory tracking system.
• Install IT equipment, including TVs.
• Maintain a clean and safe work environment.
• Support new hires and more junior team members in developing greater proficiency.
• Keep management and end users informed of case status.
• Contribute to the development, documentation, and implementation of standard operating procedures and customer service guidelines for IT support.
• Coordinate, diagnose, and troubleshoot incoming employee IT issues, resolving them or escalating them to appropriate technical personnel.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree