IT Systems Specialist

WGF IAP World Services•Melbourne, FL

About The Position

The Information Technology Systems Specialist serves as the primary liaison between end-users, project team members, and other Information Management resources while providing exemplary customer service with the day-to-day support and administration of end-user device-related environments. The Information Technology Systems Specialist is responsible for managing triage support on software and hardware incidents offered via telephone, email, walk-in, or tickets submitted to the Service Desk portal. Must possess exceptional communication and interpersonal skills, dynamic troubleshooting and critical thinking ability, and a proficiency to excel in team environments.

Requirements

Must possess exceptional communication and interpersonal skills, dynamic troubleshooting and critical thinking ability, and a proficiency to excel in team environments.
Associates degree related to job duties. Two years of experience may be substituted for each missing year of education.

Nice To Haves

A+, Security+ and Network+ certifications are desired.

Responsibilities

Responsible for day-to-day procedures related to the identification, prioritization and resolution of end user requests, including the monitoring, tracking and coordinating of service desk functions.
Manage processing of incoming requests and incidents via the ticketing system, telephone, email, and walk-ins.
Document all pertinent information and the nature of a problem or issue.
Ensure requests are resolved in a timely fashion to maintain SLA compliance.
Support onsite and remote users.
Escalate or dispatch tickets to the appropriate support resources.
Help create and maintain a knowledge base of known issues and resolutions.
Diagnose complex errors or technical problems and determine proper solutions.
Creates, maintains, and distributes desktop images as needed.
Administers and supports the company VOIP phone system.
Assign and audit software licenses
Minimizes organizational costs and improves operational efficiency through asset management and tracking.
Responsible for asset lifecycle for laptops, desktops, printers, scanners, etc.
Annual physical inventory of all IT related assets.
Maintaining IT asset standards and procedures and conducts reports to determine ISO 27000/NIST compliance.
Use effective judgment and professional initiative to develop effective and constructive solutions to customer and end user support issues, queries, challenges and escalations.
Provide all day-to-day support for the PC/Endpoint technology for their primary work location; and supplemental remote support for alternate locations when needed.
Responsible for enforcing IT standards set by senior management within IAP Information Technology and IAP Cyber Security Teams.
Manage e-waste disposal in accordance with IAP Corporate policies and platform at their primary work location.