REPORTS TO: End User Computing Manager
JOB OVERVIEW:
The IT Support Specialist’s role is to provide desktop support for the end user and second level support for Systems Support. Maintaining and managing the desktop hardware and software environment while ensuring quality and consistency across the enterprise; researching and resolving technical problems concerning the PCs, printers and other peripherals; and implementing and updating all desktop hardware and software products.
This role demonstrates a commitment to the understanding and updating of system documentation, optimization of PC environment and provides administrative support to the IT Department. The IT Support Specialist will also provide detailed information, timely updates, monthly reporting and all other requested tasks to direct manager and high level management teams.
RESPONSIBILITES AND DUTIES:
The IT Support Specialist will be responsible for the support of corporate desktop systems and various components of the local and remote environments. Duties include:
- Hardware Lifecycle Management
- Evaluate departmental needs and ensure PC platform standards meet those needs
- Develop and maintain hardware roadmap to keep cost down, but hardware current
- Work with PC manufactures to select reliable models that conform to imaging requirements (e.g. Standardize components)
- Recommend ways of improving our desktop architecture
- Prepare quotations for personal computer equipment
- Receive in new Hardware and Software and secure in storage area
- Create and maintain documentation for HW assets
- Client Software Management
- Maintain core and departmental workstation images
- Maintain PC build checklists based on best practices and ensure adhered to by all IT personnel
- Oversee the analysis and testing of new and upgraded software, including developing and maintaining a testing plan; and automating the deployment of images
- Work with Client Software Administrator to assist in the installation processes for the workstation using standard software distribution technologies
- PC and Client Software Installations and Upgrades
- Install, configure, test, and maintain end-user workstations
- Install and maintain Desktop & Laptop personal computing hardware and software
- Perform analysis, diagnosis and resolution for end-users and implement corrective solutions
- Perform installations, moves, additions and changes for PCs and related peripherals
- Hardware Support
- Troubleshoot hardware issues down to the component level, when necessary
- Troubleshoot printer issues and work with outside vendor for more complex issues
- Prepare knowledge base documentation related incidents, when applicable
- Carry out regular routine preventative maintenance schedule on hardware and applications
- Act as the project lead (or key resource) in the deployment or imaging of PC and laptops
- Phone / Telecommunications
- Setup desk phones and related equipment
- Setup mobile phones and related equipment
- Troubleshoot all related hardware when necessary
- Off-site Support
- Remote support of locations outside of main campus
- Travel off-site locations to support project task or user incidents
- Support server and networking groups for onsite support when necessary
ADDITIONAL RESPONSIBILITIES MAY INCLUDE:
- Evaluate emerging technologies and recommend purchasing, development or enhancement of relevant hardware and software as well as any other business changes that could affect PC service and support.
QUALIFICATIONS:
Position requires a minimum of 0-3 years of PC technical experience and a strong background in deployment of Microsoft Windows based systems in an enterprise environment. Hands on experience with:
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Desktop Software: MS Windows 7, Windows 10, MS Office 2013 – Office 365, Browsers and Anti-virus applications
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Enterprise Desktop Management Tools: System Center Configuration Manager, Software Distribution Applications
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Hardware: Desktops, Laptops, Thin Clients (e.g. Citrix), experience with Lenovo PC’s, Network Printers, Desk Phones, Mobile Phones
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Technologies: Active Directory, TCP/IP Networking and Network Security
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Scripting: VB, Power shell and batch file creation
Technician should also have experience with managing standards in a large, fast paced professional environment, including:
- Familiarity with the additional complexities in supporting a mobile work force
- Advanced knowledge of Microsoft Windows OS deployments/OS migration/identifying and troubleshooting application compatibility issues
- Ability to manage and support large scale OS migrations introducing new technologies based on business needs and industry standards
Candidate must possess the following skills to be successful in the role:
- Excellent verbal and written communications skills
- Strong teamwork and interpersonal skills
- Ability to work independently without intensive oversight
- Initiative and ability to research problems independently, and finding the root cause
- Emphasis on sharing of knowledge through good communications, peer training and written documentation
- Develop, organize and maintain standard operational procedures
- Team oriented, self-motivated and professionally skilled to work in a collaborative environment
- Microsoft Certification – MCSE or equivalent individual certifications
- CompTIA A+ Certification or equivalent experience
Victaulic job descriptions are meant as summarizations only. They do not necessarily reflect all duties and responsibilities of a position
Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status.
