IT Support Specialist

CommutAir - Newark, NJ (30+ days ago)3.3

Job Title: IT Support Specialist
Department: Information Technology

Position Summary:
The applicant must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate. The candidate is expected to provide comprehensive customer and technical support for office computers, peripherals, and the network. Duties will include user assistance and administration, software management, inventory management, and problem analysis and resolution. The position may require some physical activity such as lifting and moving computer equipment into place or crawling in tight spaces.

Duties and Responsibilities:
The helpdesk will be the central point for users with computer hardware/software/network problems. Helpdesk support functions include, but are not limited to the capability to:
Identify and report network related problems to Leadership.
Submit provision requests for creating and maintaining Exchange mailboxes and troubleshooting connection and performance issues.
Deal effectively and assist users both on the telephone and in person with minor computer problems. Serve as the first point of contact for users seeking technical assistance over the phone or email.
Troubleshoot problems encountered using software or other methods. Troubleshooting will consist of resolving trouble call problems with equipment which must be brought into the system's area, in user work areas, or by using remote administration.
Identify application problems and consult with computer programmers, and outside system administrators when required.
Train users in the proper use of new software applications by developing user manuals, programmer maintenance manuals, system design documentation, step by-step instruction, etc.
Provide support services to maintain file/application backup capability.
Reset passwords as needed.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Pass on any feedback or suggestions by users to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Out-of-box PC imaging and setup.
Provide detailed progress reports and project updates in a timely and accurate manner.
Install, maintain, and repair network equipment, desktop hardware, and PC peripherals.
Provide detailed progress reports and project updates in a timely and accurate manner.

Experience in IT Help Desk or Systems/Network Administrator support.
Bachelor’s degree in Computer Science or related field is preferred but experience in lieu of a degree may be accepted.
Professional certifications such A+, Network+, MCP (Desktop or Server) desirable, but not required.
Good understanding of Windows environments.
Strong communication skills and ability to work cohesively with users and team.
Strong documentation skills and attention to detail, with the ability to create, edit, and refine complex technical documents.
An eye on improving customer service, perception, and satisfaction.
Ability to give instructions to a non-technical audience; Ability to work collaboratively with employees within department and across functions.
Excellent written and verbal skills and fluent in English.
Must be detail-oriented and have ability to manage priorities and deadlines; High energy with the capability to multi-task in a dynamic, rapidly-growing organization. Must be at least 21 years of age.
Must be legal to work in the United States (A citizen or national of the United States, a lawful permanent resident, or an alien authorized to work).
Ability to learn company’s proprietary applications and programs.
Must have reliable vehicle for travel between locations locally.
Rotational on call responsibilities.

In addition to helpdesk duties, the specialist will be exposed to project work involving some of the following technologies (however no previous experience is required): Fortinet, Cisco, VMWare, Office 365, VoIP, Remote Desktop Services.