IT Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.The IT Support Specialist will support IT business and enterprise operations teams inmultiple US time zones. The IT Support Specialist will apply internal customer serviceskills, technical knowledge and expertise, and technical trouble shooting skills tosupport the IT business practice and its internal customers.DUTIES AND RESPONSIBILITIES: Serve as the first point of contact and front-end support answering inboundbound helpdesk requests for all areas of the IT Enterprise, interacting withemployees, customers, vendors, and contractors Diagnose, troubleshoot and resolve technical issues related to Wi-Fi andremote connectivity, IT hardware, software, applications, peripherals andmobile and desktop equipment Install desktop and laptop hardware, software and peripheral components asrequired Perform onboarding and maintenance of corporate user accounts and groupswithin Microsoft Active Directory Perform maintenance and troubleshooting on printers and copiers and IPtelephony systems Configure, update, wipe and/or repair Windows and Mac desktop systems Support the corporate base of iPhone and Android mobile users. Setup, configure and troubleshoot Microsoft Office applications and performadministrative functions within Microsoft Office 365 Follow up on tracked requests and ensure timely resolution, with goal toresolve all issues first call Provide feedback on reducing ticket times and helpdesk efficiency Engage and contribute with the IT team on projects and task supportingbusiness Enterprise needs Provide wireless network support for users including connectivity issues andadministrative functions of the system Assist in development of procedures that outline how incidents, requests, andproblems are identified, documented, escalated and managedQUALIFICATIONS: High school diploma or equivalent and 3-4 years’ proven experience in ahelpdesk environment (Tier II support) Strong understanding of computer systems, mobile devices, and applications inan Enterprise IT environment Experience with wired and wireless Local Area networks (LAN), Wide Areanetworks (WAN) and Networking preferred Ability to diagnose, troubleshoot and resolve basic to complex end usertechnical issues Working knowledge of Microsoft and Mac operating systems and Officeproducts Excellent oral and written communication skills Certification on Microsoft Client or Server products is preferred, but notrequired SharePoint, Salesforce or ServiceNow experience is preferred, but not requiredCOMPETENCIES: Adaptability - Adapts to changes in the work environment; Managescompeting demands; Changes approach or method to best fit the situation;Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality - Is consistently at work and on time; Ensures workresponsibilities are covered when absent; Arrives at meetings andappointments on time. Customer Service - Manages difficult or emotional customer situations;Responds promptly to customer needs; Solicits customer feedback to improveservice; Responds to requests for service and assistance; Meets commitments. Dependability - Follows instructions, responds to management direction;Takes responsibility for own actions; Keeps commitments; Commits to longhours of work when necessary to reach goals; Completes tasks on time ornotifies appropriate person with an alternate plan. Diversity - Demonstrates knowledge of EEO policy; Shows respect andsensitivity for cultural differences; Educates others on the value of diversity;Promotes a harassment-free environment; Builds a diverse workforce. Innovation - Displays original thinking and creativity; Meets challenges withresourcefulness; Generates suggestions for improving work; Developsinnovative approaches and ideas; Presents ideas and information in a mannerthat gets others' attention. Interpersonal Skills - Focuses on solving conflict, not blaming; Maintainsconfidentiality; Listens to others without interrupting; Keeps emotions undercontrol; Remains open to others' ideas and tries new things. Judgement - Displays willingness to make decisions; Exhibits sound andaccurate judgment; Supports and explains reasoning for decisions; Includesappropriate people in decision-making process; Makes timely decisions. Oral Communication - Speaks clearly and persuasively in positive or negativesituations; Listens and gets clarification; Responds well to questions;Demonstrates group presentation skills; Participates in meetings. Organizational Support - Follows policies and procedures; Completesadministrative tasks correctly and on time; Supports organization's goals andvalues; Benefits organization through outside activities; Supports affirmativeaction and respects diversity. Professionalism - Approaches others in a tactful manner; Reacts well underpressure; Treats others with respect and consideration regardless of theirstatus or position; Accepts responsibility for own actions; Follows through oncommitments. Problem Solving - Identifies and resolves problems in a timely manner;Gathers and analyzes information skillfully; Develops alternative solutions;Works well in group problem solving situations; Uses reason even whendealing with emotional topics. Quality - Demonstrates accuracy and thoroughness; Looks for ways toimprove and promote quality; Applies feedback to improve performance;Monitors own work to ensure quality. Safety and Security - Observes safety and security procedures; Determinesappropriate action beyond guidelines; Reports potentially unsafe conditions;Uses equipment and materials properly. Teamwork - Balances team and individual responsibilities; Exhibits objectivityand openness to others' views; Gives and welcomes feedback; Contributes tobuilding a positive team spirit; Puts success of team above own interests; Ableto build morale and group commitments to goals and objectives; Supportseveryone's efforts to succeed. Technical Skills - Assesses own strengths and weaknesses; Pursues trainingand development opportunities; Strives to continuously build knowledge andskills; Shares expertise with others.PHYSICAL DEMANDS AND WORK ENVIRONMENT: Occasionally required to stand Occasionally required to walk Continually required to sit Occasionally required to climb, balance, bend, stoop, kneel or crawl Occasional exposure to wet and/or humid conditions (non-weather) Occasional work near moving mechanical parts Occasional exposure to outside weather conditionsThe above is intended to describe the general content of and requirements for theperformance of this job. It is not to be construed as an exhaustive statement of duties,responsibilities, or physical requirements. Nothing in this job description restrictsmanagement’s right to assign or reassign duties and responsibilities to this job at anytime. Reasonable accommodations may be made to enable individuals with disabilitiesto perform the essential functions.Aligned Data Centers is an equal opportunity employer that embraces diversity and iscommitted to building a team that represents a variety of backgrounds, perspectives,and skills. Equal employment opportunities are available to all applicants andteammates without regard to race, color, religion, sex, pregnancy, national origin, age,physical and mental disability, marital status, sexual orientation, gender identity,gender expression, genetic information, military and veteran status, and any othercharacteristic protected by applicable law. All aspects of employment including thedecision to hire, promote, discipline, or discharge, will be based on merit, competence,performance, and business needsBENEFITS & PERKS:Aligned Data Centers is proud to offer a comprehensive benefits package to support the health, well-being, and financial security of our team members. Eligible employees have access to:Health Coverage: Medical, dental, and vision insuranceHealth Savings and Flexible Spending Accounts: HSA with employer contribution for eligible participants. FSA's offered for health and dependent care to increase tax savings.Retirement Savings: 401(k) plan with company matchPaid Time Off and Holiday PayCompany-Sponsored Insurance: Short-Term Disability, Life Insurance, and Long-Term Disability (with medical election)Optional Benefits: Voluntary life, critical illness, legal, and additional disability coverageWellness Programs: Employee assistance program (EAP), Wellhub gym membership, and other wellness initiativesThe above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.At Aligned, we are committed to transparency and fostering a positive employee experience from your very first interaction with us. In compliance with Illinois pay disclosure requirements, when you join Aligned, you’ll have access to the following benefits: medical, dental, vision, short and long disability, life insurance and other voluntary benefits, 401k with employer match, bonus opportunities, paid time off, wellness benefits and professional development opportunities, all designed to support your well-being and career growth. We want you to have a clear understanding of what we offer, so you can make informed decisions about your future with us.Aligned is equally committed to fostering an inclusive workplace and providing equal employment opportunities for all employees. We ensure that all applicants and team members are considered for employment, advancement, and all other employment-related matters without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military or veteran status, or any other characteristic protected by applicable law.If you require a reasonable accommodation to perform the essential functions of your job due to a disability or medical condition, please contact our People & Culture team. Accommodation requests will be reviewed on a case-by-case basis in accordance with applicable laws. Aligned will make reasonable accommodations where necessary to enable qualified individuals with disabilities to perform the essential functions of their role. #J-18808-Ljbffr