IT Support Specialist- AZ

PT / FT: Full Time
Hourly/Salary: Hourly
Exempt/Non-Ex.: Non-Exempt
Reports To: IT Manager
Last Updated: July 2018

Function

The candidate will provide technical solutions and support related to computer systems, hardware, and software. They will be responsible for administration and internal support of the Company’s PCs, printers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

We run IT support differently than most companies. At Clearwing, we expect our team to be able to handle every ticket— from the first touch through any configuration change, including system administration tasks. We don’t have level 1 support to handle grunt work, or level 3 support to handle complicated technical tasks. We take pride in the fact that we all work on the front line supporting our employees, automate mindless drudgery, and can handle the complicated provisioning and maintenance of our infrastructure.

Essential Duties & Responsibilities 

  • Help Desk Support Queue
  • Researching and resolving the most difficult and complex problems
  • Process requests first-in-first-out based on priority
  • Log all requests into Help Desk system
  • Monitor caseload and drive neglected requests to close
  • Analyzing and identifying trends in issue reporting and devising preventive solutions
  • Handle client requests as a first level responder
  • Verifying and closing tickets
  • Contact staff to verify the issue is resolved
  • Document comments
  • Close the case or route for further work
  • IT Support
  • Install, test and configure new workstations, peripheral equipment and software
  • Maintain existing workstations
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Support OS X and Windows users with everything from software installation to debugging development environments
  • Manage and maintain phone system settings
  • Maintain Security NVR systems
  • Maintain inventory of all equipment, software and software licenses
  • Documenting and expanding our knowledge base
  • Thinking of how we can make our coworkers have a more enjoyable, efficient day.
  • Other duties as assigned

 

Qualifications
Required

  • 3+ years of desktop support experience within an IT department.
  • Extensive enterprise Mac troubleshooting experience, Apple Certifications Preferred
  • Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests.
  • Ability to communicate technical details to non-technical users
  • Ability to prioritize tasks and work on multiple assignments
  • Self-Motivated with minimum supervision
  • Ability to multi-task and adapt to changes quickly
  • Ability to prioritize tasks and work on multiple assignments
  • Strong organization skills

 

Preferred

  • Bachelor’s degree in computer science or a related field
  • Apple Certified Mac Technician (ACMT)
  • Strong technical knowledge of OS X, Windows 7, Microsoft Office products, and Google Apps
  • Cisco Certified Network Associate (CCNA)
  • Active Directory and basic networking skills
  • OS imaging experience
  • Troubleshooting Skills — Understanding of the OSI model
  • Programming experience (HTML, VBA and VB, Unix Scripting)

 

Plusses

  • SCCM experience – System Center Configuration Manager
  • ITIL experience – Information Technology Infrastructure Library
  • Microsoft Windows Server Update Service (WSUS) administration knowledge
  • Working Conditions
  • May be required to work occasional evenings, weekends and early-mornings.

 

Physical Requirements

  • Requires moderate physical effort on a daily basis such as walking, bending, stooping, lifting and standing for extended period of time.
  • Ability to lift 50 pounds

 

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