IT Support Specialist - I

JOB SUMMARY

This full-time position will maintain and monitor end-user workstations and productivity on-premises and in the cloud (Azure); perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements; provide support to end-users on all company-supported applications; troubleshoot computer problems, determine source and advise on appropriate action; troubleshoot network printer problems; passing more complex end-user problems on to Sr. IT personnel. Will perform responsibilities in accordance with all company standards, policies, and procedures.

PRIMARY DUTIES

• Providing technical support and problem resolution, through BMC Track-It! ticketing system, e-mail, chat, and phone to assist end-users with the resolution of technical issues.
• Investigates end-user problems and identifies their source; determines viable solutions; tests and implements solutions.
• Administers end-user workstations and supports end-user activities utilizing a mix of Microsoft Windows-based local area networks (LAN) and Azure Active Directory Domain Services Network including remote locations.
• Installs, configures, and maintains end-user workstations (moving toward Autopiloting all computers), Azure Host Pools, Azure Cloud Servers, Windows networks, file servers, network cabling, phone system (migrating toward Teams as a phone system) and other related equipment, devices, and systems; adds or upgrades and configures disk drives, printers, and related equipment.
• Performs and/or assists with software and application installation and upgrades mostly using Remote Help.
• Records required customer and problem information in the Track-It Ticket System. Updates tickets with appropriate journal entries of activities and closes tickets with detailed resolutions entered upon completion of the job.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Assist IT personnel in maintaining hardware inventory, warranty claims, software licensure tracking and distribution and end-of-life decommissioning of equipment.
• Develops and conducts various training and instruction for system users on operating systems and other applications; assists end-users in maximizing use of networks and computing systems.
• Maintains confidentiality regarding the information being processed, stored, or accessed by the end-users on the network.
• Assist end-users at Headquarters in Columbia, MO as well as all other facilities globally as a computer resource in accordance with policy.
• Provides computer orientation for new and existing end-users.
• Assists IT personnel in creating materials for end-user frequently asked questions (FAQs) as well as updating and maintaining documentation and procedures.
• Functions as part of a team, contributing to team discussions and process improvement initiatives.
• Other duties as assigned.

QUALIFICATIONS / EDUCATION

• Associate’s Degree in related field and 2-5 years of networking experience, or equivalent applicable work experience may substitute on a year-for-year basis.
• 1-2 years' help desk experience.
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain personal computers, networks and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.

Preferred Requirements:

• Familiarity and/or experience with Microsoft 365 Apps for Enterprise (Microsoft Office).
• Basic understanding of SharePoint in the Cloud.
• Basic PowerShell knowledge.
• A+ Certification a plus.
• Knowledge of Excel including VB scripting a plus.
• Ability to learn new applications and programs.
• Ability to work independently and in a team environment.
• Possess good organizational and decision-making skills.
• Ability to handle numerous tasks while working in a fast-paced environment.

Physical Work Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use hands to perform routine tasks. Frequent computer, phone and in person usage and communications. Able to lift up to 30 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Mental Environment

This employee can work under extreme deadlines, can manage time, and can multitask quickly. They have a high level of organization. The employee has strong fluency written and spoken English. Must be able to use a computer to complete tasks with a high level of organization.

FEDERAL CONTRACTOR REQUIREMENTS

Equal Opportunity Employer: disability/veteran. All qualified applicants will receive consideration for employment without regard to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, protected veteran or military status or any other basis protected by applicable law. We are also an E-Verify, Drug-Free, Tobacco-Free employer.

Job Type: Full-time

Pay: $23.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience:

• Help Desk: 1 year (Preferred)

Ability to Commute:

• Columbia, MO 65202 (Required)

Work Location: In person