Job Description
The IT Support Specialist oversees specific functional duties or programmatic responsibilities associated with facilities maintenance and overall IT support where specialized expertise is required; functions include providing prompt customer service, help desk support, and the successful execution of projects related to building and equipment inspection.
Responsibilities
- Ability to build relationships and maintain rapport with team members.
- Respond to customer queries and tickets to provide technical assistance timely.
- Follow established program/system designs; collect, review, input, update and assemble data for use and analysis in collaboration with the National Director of IT.
- Identify and report potential deficiencies in existing IT or facility specific procedures.
- Participate in IT initiatives, processes, and procedures that improve operational efficiencies while assuring quality with Orion’s standards.
- Interact with internal and external team members to resolve problems associated with assigned work activities; seek team member feedback to prevent reoccurrence of issue in the future; ability to plan timeline and identify resources needed for the project or issue.
- Maintain a current and accurate database of company issued emails and phone numbers, company issued equipment or devices, shared drives, IT resources, as well as any other IT specific systems which require data management or delegation of access.
- Prepare project status reports for both internal and external team members to ensure effective communication.
- Responsible for equipment and access related needs for all new hires and team members that are terminated; may also provide access or revoke access to the facility in relation
- Serve as the primary point of contact for employees seeking technical assistance via phone, email, or on-site
- Perform on-site and/or remote troubleshooting through diagnostic techniques and pertinent questions
- Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, and resolving root causes; engaging with appropriate IT partners as needed to drive incident and problem management
- Diagnose hardware, software, printing, and network connectivity issues
- Deploy new hardware and software and perform maintenance on existing equipment
- Research solutions to new problems and better solutions to existing problems
- Log problem resolutions into a Support Ticketing System (Zoho, SharePoint)
- Create and maintain documentation of various systems and software programs
- Serve as a driving force in the exploration of new technology to benefit the organization
- Responsible for the setup, installation, maintenance and upgrades of computer hardware (including desktops, laptops, monitors, printers and other peripheral equipment) and software components including analysis of user needs and verifying inventory
- Records and maintains asset information as it pertains to the Desktop Computing area at all points during the lifecycle of the device (order, receiving, stock, deployment, move, retirement, and swap)
- Contributes significantly to facilities management including power issues, cabling, lighting, etc. as needed
- Provides subject matter expertise in resolving incidents and problems and takes the lead in diagnosis and troubleshooting of PC technologies
- Responsible for the build, development, troubleshooting and testing of computer images for desktop and laptop computers
- Update and maintain applicable adds, changes, and deletions for employees and workspaces
- Ability to work on-site at the primary place of business the majority of the time
- Other duties as assigned.
Requirements/Competencies
- High School diploma or equivalent.
- Minimum 3 to 5 years of experience in an IT Specialist, Help Desk Administrator, or Facilities role.
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