JOB TITLE: IT Support Specialist
REPORTS TO: Operations
DEPARTMENT: Information Technology
FLSA STATUS: Non-exempt

Summary/Objective

The IT Support Specialist will be responsible for all aspects of computer workstation set-up, installation, troubleshooting, servicing, upgrading, maintenance and associated software within the office buildings.  This position will also include providing technical support (e.g., phone, face-to-face, electronically, etc.) to users for computer systems, hardware, and software supported by the organization.  This position monitors and maintains technical equipment (e.g., laptops, desktops, mobile devices, peripherals, etc.), computer systems, and networks, including troubleshooting, moving, deployments, configuration, and repairs.  The IT Support Specialist will also work closely with our Managed Service Provider (MSP) in prioritizing and escalating issues.

Essential Functions

  • Performs analysis of network needs and contributes to design of network architecture, integration, and installation.
  • Evaluates local area network hardware and software requirements and capabilities and makes recommendations.
  • Assists in installation and maintenance of local area network hardware and software, including servers, peripherals, and wiring.
  • Installs new software and system upgrades; evaluates and installs patches.
  • Communicates and coordinates system updates, backups, and downtime to users.
  • Maintains documentation of system and network configurations.
  • Monitors and maintains server file and server backups.
  • Recommends changes and upgrades to address system deficiencies and user business needs.
  • Provides technical support to users for IT inquiries, issues, incidents, and requests (e.g., passwords, access, email, lost documents, etc.) in a timely manner to maintain a positive and productive work environment.
  • Identifies and addresses technical problems, including installation, repair, and system integrity for a variety of computer, phone, printer, and other related equipment issues.
  • Prioritizes and schedules requests, issues, and incidents and escalates, as appropriate.
  • Researches, analyzes, and identifies root causes to resolve issues in a professional, timely, and courteous manner.
  • Interfaces with employees to respond to inquiries and incidents, to provide expertise and direction, and to communicate updates and priorities (e.g., hardware and software problems, computer upgrades, network setup and diagnoses, etc.)
  • Interfaces with MSP when troubleshooting advanced incidents

Competencies

  • Experience supporting enterprise infrastructure and applications
  • Ability to learn new technologies quickly
  • Strong written and verbal communication skills, along with customer services, troubleshooting, and problem-solving skills are a must
  • Capable of working individually and as part of a team
  • Must be able to work on multiple projects/priorities in a deadline-driven environment
  • Must be able to quickly adapt to changing technologies

Supervisory Responsibility

This position does not have any supervisory responsibilities but may be asked to mentor or train other employees.

Work Environment

This job generally operates in a professional office environment but may need to work with employees in a production environment where he/she may be exposed to fumes or airborne particles, moving mechanical parts, vibration and moderate to loud noise level. This role routinely uses standard office equipment such as computers and smartphones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear, frequently required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; occasionally required to climb or balance; stoop, kneel, crouch or crawl. The employee must occasionally lift or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position with a standard schedule of 40 hours per week. Overtime on evenings and weekends may be required dependent upon business necessity.  Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8am to 5pm.

Travel

Travel, when necessary, is primarily local during the business day, although some out-of-area and overnight travel may be expected.

Required Education and Experience

  • Associate’s Degree in Computer Information Technology or IT relevant field
  • A+ Certification required and/or equivalent certifications and experience
  • Windows Desktop Administration: 3 years
  • Information Technology: 3 years
  • Hardware repair: 3 years
  • Technical knowledge in Microsoft Enterprise Server technologies including Active Directory, Exchange and Windows Server:  3 years

Preferred Education and Experience

  • Bachelor’s degree
  • MS Office Application troubleshooting: 3 years

AAP/EEO Statement

Graphic Village is committed to using recruiting and hiring techniques that attract a diverse pool of applicants.  We will use selection criteria, processes and techniques that are fair; that identify quality applicants with the necessary skill set for success; and that have no adverse impact on minorities, women, disabled persons or members of other protected classes. We are an E-Verify participating employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

It is Graphic Village policy to provide equal opportunity in employment to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, disability, genetic information, marital, military, veteran or citizenship status, pregnancy, childbirth or related medical condition, or any other status protected by law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Application for Employment

Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, or the presence of a non-job-related medical condition or handicap. Applicants are not allowed to provide extraneous information - only supply the information requested on the application.

Note:

Employment with Graphic Village is contingent upon taking and passing a drug test and background check. We also drug test post-accident and with reasonable suspicion.

AN MFVD EMPLOYER (Minority - Female - Veteran - Disabled)

Employment Experience

Start with your present or last job. Include military service assignments and volunteer activities. Exclude organization names which indicate race, color, religion, sex or national origin.

PLEASE READ THE FOLLOWING STATEMENTS CAREFULLY BEFORE SIGNING

  • In consideration of my employment, I agree to conform to the policies and procedures of the company. I understand that in accepting this application, the company is in no way obligated to provide me with employment and that I am not obligated to accept employment if offered. Furthermore, if employed, I understand that I am employed at will and that my employment can be terminated with or without reason, and with or without notice at any time.
  • I certify that the facts contained in this application are true and complete to the best of my knowledge. I understand that any falsified statements on this application or omission of fact on either this application or during the pre-employment process will result in my application being rejected, or, if I am hired, in my employment being terminated.
  • I also understand that any offer of employment is conditioned on pre-employment procedures, tests and documentation. I will, upon request, sign all necessary consent forms. I authorize any companies, schools, or persons to give any information regarding my employment, qualifications and character. I hereby expressly release said companies, schools, or persons from any and all liability for any damage for issuing or disclosing any information or knowledge to this company. I understand that I may be required to take a drug test as a part of the application process, as a condition of employment or at any time during employment. I may also be required to take and pass a physical exam if I am selected for employment and before beginning employment.
  • I agree that any claim or lawsuit relating to my service with Graphic Village must be filed no more than twelve (12) months after the date of the action that is the subject of the claim or lawsuit. I waive any statute of limitations to the contrary.
  • I have read and understand the contents of this employment application and am fully able and competent to complete it.
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