IT Support Specialist

The IT Support Specialist’s role is to support and maintain in-house computer systems, desktops, and peripherals connected to a Windows network. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Position Requirements

• College or university course work in the field of computer science and/or engineering with 0-2 years’ experience in the field.
• Excellent technical knowledge of PC hardware, including Windows desktop operating systems, and peripherals.
• Hands-on hardware troubleshooting experience.
• Hands-on hardware experience with Microsoft Office.
• Basic technical knowledge of current network protocols, operating systems, and standards, including TCPIP as well as network operating systems.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Bilingual (English and Spanish) with excellent oral and written communication skills.
• Must have a current and valid driver license with excellent driving records and must own an automobile.

Work Conditions

• On-call availability at any time.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Responsibilities

• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend as well as implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, and other peripheral equipment.
• Monitor and test PC performance and provide PC performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.
• Write technical specifications for purchase of PCs, networking hardware and related products.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Support development and implementation of new computer projects and hardware installations.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• If necessary, liaise with third-party support and PC equipment vendors.
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan, and respond to crises in accordance with business continuity and disaster recovery plans.