Technology Support Specialist / Helpdesk Analyst

Role Summary:

The Technology Support Specialists role is to provide computer and software-based technical support, systems analysis and administration, and information services in a multi-vendor/multi-solution environment. This role is responsible for supporting all client Offices around the globe. Duties include break/fix requests, network infrastructure, information security, procurement, vendor management, VOIP, AV technology and special projects to improve the efficiency of IIE Team Members. Essential Functions

Job Duties:
Setup, configure, and maintain PC hardware, software, and peripherals (phones, printers, etc.) in a multi-vendor (PC/Mac/Chrome) environment

Assist engineers with providing third level support, troubleshooting network and enterprise related issues. Research and recommend changes, upgrades, and advancements in technologies that support the Helpdesk and business goals

Develop, prepare, test and deploy workstation OS level images. Support and perform workstation and computer moves when required. Assist with ensuring the security of the corporate environment by managing and monitoring access control and anti-virus across different software and hardware packages

Ensure all support requests are well documented in the IT ticketing system, from the creation of the ticket to the successful resolution. Update, maintain and improve upon the IT knowledge base within the ticketing system. Maintain a daily log of work performed and submit reports and other paperwork as required

Assist with the creation and maintenance of processes and procedures for supporting cloud-based applications and platforms such as Office 365, Okta, Box, 8x8, etc

Coordinates all aspects of daily AV operations and service delivery including scheduling and maintaining operational readiness of the AV equipment. Provide level 2 support for Audio/Visual platforms

Interact professionally with clients exhibiting strong customer service skills

Track assets and inventory that has been distributed to end-users and ensure proper levels of inventory are available

Perform IT Procurement duties to include purchases, PO/Invoice, Vouchers, etc. This involves working directly with vendors, monitoring the status of open purchase orders, and resolving issues regarding PO to invoice discrepancies, returns, and quality issues with vendors

Knowledge, skills and abilities here:

CompTIA and/or Microsoft certification required, such as A+, Network+, MCP, etc

Extensive experience with PC support, systems administration, inventory management, service desk and a variety of other software platforms

Demonstrated experience with AD, O365, Wi-Fi, VoIP, networking fundamentals, video conferencing fundamentals, A/V (sound), and printing

Minimum 5 years’ experience with multi-vendor (PC/Mac/Chrome) PC hardware, peripherals and mobile devices configuration/deployment/support

Strong customer service, analytical, and problem-solving skills with the ability to multi-task