IT Support Specialist

IT Support SpecialistHeartland Business Systems Job Type Full-time Description **Position Summary:**The IT Support Specialist I provides day-to-day hands on support to the organizations end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role will provide 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. This role will be dedicated onsite at a HBS client full time.**Roles and Responsibilities/ Essential Functions:*** First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment* High level customer service-oriented communication skills verbal, written, actions, results in face-to-face and over the phone situations.* Responsible for ticketing system entry and ticket maintenance/documentation which includes updating and maintaining Inventory records* Monitor client network, including circuits. Responsible for first tier support.* First tier support for Microsoft Exchange Hybrid environment* Track, route, and redirect problems to correct resources* Identify PC hardware warranty repair and resolve as required* Provides timely and relevant updates to end users* Advanced troubleshooting and multi-tasking skills* Strong ability to analyze and problem-solve* Ability to be flexible to changing conditions and needs* Ability to work effectively with people* Ability to work independently* Ability to multi-task and prioritize effectively without continuous supervision* Strong oral and written English communication skills* Able to maintain confidentiality* Highly motivated, flexible, self-starter with a high level of creativity and latitude is expected* Able to interface, work and communicate with people of varied backgrounds and at all levels* Ability to lift up to 50 pounds occasionally* Above average analytical and problem-solving skills* Ability to coordinate other staff to resolve problems and complete small projects.* Possess a valid drivers license and have the ability to drive to other client locations to carry out duties assigned.* Good verbal and written communication skillsRequirements **Competencies*** A working knowledge and functional support skills with various client technologies, which may include but are not limited to:* Computer operating systems with particular consideration to Windows 10 Professional and Enterprise* Desktop and laptop computers with particular consideration to HP branded products* Desktop compute related equipment such as monitors, video adaptors, printers, scanners and RF guns, etc.* Conference Room AV equipment support* Microsoft Office Collaboration Tools (Office 365) including Outlook, Word, Excel, PowerPoint, Skype for Business, MS Teams, OneDrive for Business and SharePoint* Working knowledge Active Directory structure, tools and security* Experience in provisioning computers, including preparing workstations via imaging, installing software, installing printer drivers and all related troubleshooting* Experience in Mobile Device Management solutions* Experience in configuring and troubleshooting mobile devices and operating systems including Apple iOS, Android OS, iPhone, iPad, Samsung Galaxy series cellphones and tablets* Experience with Anti-Virus and Malware tools* Experience with VoIP systems and desktop applications; experience in a call center environment is a plus.* Experience with IBM iOS systems operational commands and client-side session support**Required Experience:*** 2 years experience troubleshooting windows PCs* In depth knowledge of Window desktop operating systems* Basic Knowledge of Windows Server Operating Systems and roles.**Preferred Experience:*** 2-4 years related experience**Required Skills, Education and/ or Certifications:*** None**Preferred Skills, Education and/ or Certifications:*** Bachelors or Associates Degree in IT Related FieldEqual Opportunity Employer - Disabled/Vets