IT Support Specialist - Alcority : Job Details

**IT Support Specialist**

at Alcority New York, NY The IT Support Specialist will play an essential role in our infrastructure team by providing end-user support (Tier 1 and 2) and facilities IT (Networking/WiFi, Security, Audio/Video Conference Rooms) support. He/she/they will report to the Senior IT Engineer and work with staff at Alcority & its group companies, as well as third-party vendors. The incumbent ensures our office devices and technology are purchased, installed, configured, and maintained properly so our staff can be productive. In addition to providing daily on-site and remote support he/she/they will be instrumental in helping the Senior IT Engineer to implement desktop deployment and maintenance technologies utilizing the latest Office365 cloud management tools that are secure, reliable, efficient and scalable to support a rapidly growing organization. **This is a role tailored toward candidates** **who genuinely enjoy and take pride in directly helping others and solving problems**. Additionally, this role should be an excellent fit for IT Professionals who are versatile in their experience with endpoint troubleshooting and creative problem solving. **Responsibilities:**

* Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. You must truly enjoy helping others and solving problems to succeed in this role.

* Physical setup of workstations, laptops, printers, and networking equipment and cabling.

* Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.

* Escalate issues (Tier 3) to the appropriate parties inside or outside the company and track resolution.

* Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.

* Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.

* Manage end-user software & hardware inventory for Alcoritys offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.

* Work closely with the Senior IT Engineer to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.

* Assist in maintaining IT policies and procedures for end-user computing, including naming conventions and change management solutions.

* Set-up and provide user support for our video conferencing rooms and systems.

* Work with Senior IT Engineer to manage and maintain Office365 cloud endpoint management, including Autopilot, configuration policies, compliance policies, and app catalog.

* Properly log all support activity in the helpdesk ticketing system.

* Perform direct troubleshooting of our IT infrastructure (firewalls, switches, wireless access points).

* Train employees on use of devices and new/upgraded core enterprise software.

**Requirements**:

* Bachelors Degree from an accredited institution. IT/Engineering-related degree a plus.

* 2+ years of experience in a similar position providing desktop and infrastructure support.

* Excellent team player with the ability to positively encourage and influence others.

* Ability to multi-task with strong attention to detail.

* Enjoy working in a fast-paced, agile environment and resolve unplanned incidents quickly.

* Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.

* Strong customer service focus for both technical and non-technical organization team members.

* Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.

* Self-motivated, proactive, independent, and responsive; requires little supervisory attention.

* Desire to learn and become familiar with new areas of technology.

**Technical Requirements:**

* Strong hands-on experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)

* Proven track record for installing and troubleshooting end-user and corporate software, specifically Microsoft Office365 Suite and cloud storage tools (OneDrive, Dropbox, etc.)

* Experience with support and management of Office365 suite including new user creation, group membership, password resets, MFA, etc.

* Experience in end-point protection solutions including firewalls, & web-filtering, malware protection. hard drive encryption, mobile device management.

* Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.).

* Troubleshooting experience with VOIP phone solutions.

* Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)

* Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.)

* Knowledge of Windows Scripting and Automation (PowerShell) a plus.

* Familiarity with software deployment & configuration management tools (InTune, SCCM, etc.) is a plus.

* Basic or foundational knowledge of a companys network infrastructure (routers, switches, firewalls. DHCP, DNS, VLAN). More advanced knowledge is a plus. Candidate should be comfortable with independently troubleshooting internet outages, network performance issues, and knowing a foundational methodology for how firewalls, switches, and wireless access points work together.

* Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.)