IT Support Specialist

**Description**The IT Support Specialist will build and maintain users trust in the IT Helpdesk Group as a skilled expert in troubleshooting and addressing issues. This role relies on problem-solving and customer service skills to provide Pac-12 staff with swift resolutions to technical problems. This position will keep their technical know-how up to date. With a customer service mentality, this role will provide everyday technical support.This position will provide insightful advice and empathic, hands-on technical support and issue resolution to remote and in-office Pac-12 users. Building the trust of Pac-12 users and coworkers alike will be done by offering guidance, knowledge, tips, and training.Work hours may include nights, weekends, and holidays and will be a blend of remote and on-prem work.**Specific Responsibilities:*** Technical Support Provide Help Desk support on both Mac and PC platforms to the entire Pac- 12 organization. Perform installation, configuration, troubleshooting, technical support, and repair of desktop, IT, and AV systems across multiple functional areas. Act as a first point of escalation for triaging IT issues in support of our hybrid in-office and remote workforce.* Maintenance Contribute to a preventive maintenance program and schedule in order to provide the Company with an efficient and reliable IT infrastructure.* Daily tasks will include: Google administration and integration, enterprise Mac support, enterprise deploy solutions such as JAMF, maintain WDS Image Library, General hardware and software support; Desktop security and antivirus and patch management; LAN support, Active Directory support; Mobile device integration and support; VPN account set-up, Employee onboarding, and off-boarding; maintain and audit software license and hardware inventories; and VoIP system administration.* Workstation set-up - Set up, change, and tear-down of equipment for end-user use, performing or ensuring proper installation of cables, KVM, operating systems, and appropriate software. Document all changes.* Customer-focused Approach - Provide a customer care philosophy that emphasizes customer satisfaction. Triage priorities and escalate issues to other teams & individuals as appropriate.* Emergency Availability to participate, respond to and manage 24x7 responses to emergency facility needs.* Other duties as assigned by the manager.**Requirements:*** Excellent customer service skills* Strong OSX and Windows knowledge. Hands-on experience with Identify & Access Management platforms such as OneLogin and Active Directory.* Technical training in Computer Networking and Network Security.* Excellent verbal, written, organizational and communication skills.* Previous experience with cloud-based services (including Google Workspace).* An aptitude for acquiring skills in technical problem-solving, and an eagerness for continual learning.* Proven ability to triage priorities of incoming issues, and manage time accordingly.* Minimum of one to three years of prior work experience in a helpdesk or customer-facing role.* Minimum of Associates Degree or Technical Certificate in electronics, computer or related field, Bachelors degree preferred.* Flexible work schedule, including the availability to participate, respond to, and manage 24x7 responses to emergency facility needs.**Preferred:*** Knowledge and experience in both IP and broadcast technology principles and support.* Familiarity with media industry including broadcast and streaming.* Previous VOIP configuration/administration* Experience with Virtualization, A/V technologies, Windows or Apple automated systems management a major plus.* Any certification such as ACSP, CompTIA A+, HDI-SCA, CCNA, CBNE, and/or CCENT is a big plus.