Hybrid IT Specialist

at DeLine Box & Display

• Job title: IT Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $27 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Denver, United States

About the role

• IT Specialist providing technical support in a hybrid environment for an organization in Denver. Responsible for user support, hardware troubleshooting, training, and network assistance.

Responsibilities

• Help Desk Support (70%) Respond to telephone calls, email and personnel requests for technical support.
• Primary resource for managing Help Desk ticket queues.
• Evaluates and escalates support requests as needed.
• Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, tablets).
• Provide hands-on and remote support for Windows, systems in an Active Directory environment, Office 365, and network connectivity.
• Communicate with software and hardware vendors when appropriate to resolve user issues.
• Document, track and monitor the problem to ensure a timely resolution in the help desk ticketing system.
• Ensure that all incidents are promptly and accurately documented so that up-to-date information is available at all times.
• Track incident from the first report to resolution.
• Follow-up on resolved incidents to check the quality, get user concurrence of incident closure, and report user satisfaction.
• Establish and maintain data in a knowledgebase document to capture best practices resolutions to facilitate quicker diagnosis and resolution for future similar incidents.
• Ability to learn and support multiple proprietary software systems.
• Provide proactive equipment maintenance to make sure PCs/ Laptops, printers and other hardware are functioning properly.
• Take measures to avoid downtime and monitor to keep things running smoothly.
• Ensure that key on-site printers are working and ready for use every day.
• Stay up to date in technological advancements and trends in IT support.
• User Training and Asset Management (20%) Provide ad hoc end user training as needed to promote future 'self-troubleshooting'.
• Assist with new user training and onboarding.
• Assist with training documentation.
• Assist with asset management, to include receiving, unpacking, and inventorying new equipment.
• Assist in the creation and documentation of user machine specification and troubleshooting related to unique specifications.
• Setup machines for new hires as required.
• Deploy new PCs as required based on user need and age of hardware.
• Create a hardware deployment schedule to keep hardware and operating systems current.
• Assist with the cleaning and redeployment of past employee machines.
• Manage the deployment of subscription-based software licenses based on user role and job function.
• Assist with creating and updating knowledge base articles that promote user 'self-troubleshooting'.
• Network and Firm-Wide Support (10%) Assist in firm wide project rollouts.
• Assist in new software and hardware vetting, testing, training, and implementations.
• Recommend network modifications to reduce user problems based on empirical Help Desk issues.
• Under supervision execute assigned projects related to network upgrade and evolutions.

Requirements

• 3+ years of experience in supporting firm-wide users both in person and remotely.
• High School diploma required, Bachelor’s Degree Preferred.
• Has knowledge of commonly-used computer use concepts, practices, and procedures.
• Demonstrated experience working with Active Directory Users and Groups Management (ie - edit accounts, manage memberships, disable users, etc).
• Preferred Certifications Microsoft 365 Fundamentals – MS-900 Microsoft 365 Modern Desktop Administrator – MD-100, MD-101).
• Strong prioritization skills - understands “urgent” vs “URGENT,” and allocating time appropriately.
• Excellent problem-solving skills.
• Ability to perform in a fast-paced deadline driven environment.
• Ability to take direction.
• Strong communication skills – both written and verbal.
• Ability to collaborate and work in a team environment.
• Takes initiative in improving the team, improving the user experience, and improving your personal skill-set.
• Ability to carry, lift, and move users’ equipment and network equipment.
• Ability to work in a sometimes very dusty and dirt-laden environment without breathing or other health issues.
• Ability to work weekends and/or late hour as required.
• Must be legally authorized to work in the United States.
• Must be able to pass a pre-employment drug screen.
• Must be able to pass a pre-employment background check.