IT Technical Support Specialist - In Office or Hybrid

Auxiant•Madison, WI

2d•Hybrid

About The Position

The IT Technical Support Specialist role is an individual contributor customer facing position responding to and managing Helpdesk tickets, performing hardware and software installations and configurations, maintaining accurate asset management records, and applying software updates and patches in accordance with organizational standards. This role actively interacts, collaborates, and communicates with technical teams, internal customers, and IT leaders. Demonstrates work independence, prioritization, and time tracking of project and operational tasks.

Requirements

An Associate’s degree (A.A.) or related to the field of computer science or management information systems preferred but not required and/or 2 to 4 years’ experience directly related to essential responsibilities is required.
Basic technical skills acquired through previous Information Technology experience
Basic technical skills related to essential responsibilities
Basic time management and organizational skills with the ability to handle multiple projects, meet established deadlines, and change priorities as required.
Must be able to remain in a stationary position up to 8 hours a day
Move or traverse about the office to access office machinery
Regularly moving objects up to 50 lbs. Consistently operate a computer and other office machinery such as telephones, printers, scanners etc.
Proven experience in a professional office environment
Strong sense of urgency and driven to achieve results
Highly self-motivated with keen attention to detail
Effective written and oral communication skills; good interpersonal skills
Ability to conduct independent and collaborative research into issues and solutions
Proven strong analytical and problem–solving abilities
Ability to effectively prioritize operational tasks and be flexible in adapting to priority changes when directed/necessary.
Past involvement in a team–oriented, collaborative environment
Strong customer service skills
Communicate and effectively detect and exchange information on a continual basis

Nice To Haves

Occupational certifications CompTIA A+ in related field is preferred.

Responsibilities

Technical Support/troubleshooting – Providing first tier technical assistance to users experiencing hardware or software issues, diagnosing problems, and discovering the root cause of the issue, and implementing solutions to ensure minimal downtime.
Ticket handling – Assist end users with break/ fix troubleshooting, equipment moves, and recurring compliance related responsibilities based on priority and document key findings/ developed solutions.
User Account Management – Utilizing Microsoft Active Directory to create, modify, and manage user accounts. Configuring and maintaining user accounts within multiple business–critical applications.
Hardware and Software Inventory Management – Monitor desktop hardware and software assets using the IT Asset Management database, including inventory management, license tracking, and software compliance.
Customer Service – Excellent communication skills for interacting with non–technical users. Ability to explain technical solutions in simple, user–friendly terms.
Operating Systems – understands/configures various operating systems (Windows, Ubuntu/Linux). Understanding how to configure, troubleshoot, and support these systems.
Hardware Setup and Maintenance – Installing, configuring, and maintaining desktop hardware components such as laptops, monitors, phone headsets, VPN appliances, printers and scanners, tablets and cell phones.
Remote Support – Providing technical assistance to users remotely through phone, email, or remote desktop tools, enabling quick resolution of issues without the need for physical presence.
Documentation and Knowledge Sharing – Documenting procedures, troubleshooting steps, and best practices to build a knowledge base that can be shared among support staff and end–users.
Patch management – Assist with patch management by creating, testing, and deploying security and software version updates to company system and network assets
Software Installation and Configuration – Installing, configuring, and updating operating systems, drivers, and software applications according to organizational requirements.
Performance Monitoring and Optimization – Monitoring desktop system performance, identifying bottlenecks or areas for improvement, and implementing optimizations to enhance overall system efficiency and user experience.
Compliance and Policy Enforcement – Stay up to date on company products, IT policies, and best practices to enhance support effectiveness
Training and Education – Contribute to the creation and maintenance of support documentation and internal knowledge bases
On call duties – Participates in the afterhours on call rotation to analyze system alarms, critical end user technical needs, and business impacting events, and serve as a point of escalation for complex issues