IT Support Specialist I

Job Description Provide technical support for Windows 10 and 11 operating systems, Office 365 software including Outlook, Word, Excel, Zoom, and other internal software. Responsibilities Answer phone calls on the IT Support line, providing friendly, quick assistance to end users with technical issues. Assist walk‑in customers as needed, create tickets for all issues, and prioritize them. Add users to distribution lists, security groups, and other access using Active Directory and Exchange. Work tickets as they come into the ticketing system, keep all tickets up to date on status, and ensure company SLAs are met. Order approved peripherals such as headsets, mice, and travel accessories for users and help them set up. Utilize the internal IT knowledge base and other technical resources to research issues and identify the best resolution. Collaborate with external vendors to renew, add, or terminate licenses for software on new and retiring PCs. Retire hardware as it reaches end of life, ensuring proper disposal procedures are followed. Escalate recurring issues to senior team members and management so long‑term fixes can be implemented. Follow all security processes and procedures, ensuring proper cyber security is top of mind. Participate in occasional site visits to remote sites to assist with running AV for employee meetings or correcting on‑site technology issues. Order new company cell phones (iOS and Android), hotspots, and tablets and assist users in migrating existing phone data, installing company apps, and troubleshooting ongoing issues as needed. Provision new computers with provided imaging tools, installing all needed applications for the end user. Troubleshoot and install copiers and printers for end users, assisting with printing, scanning, and fax functions. Migrate user data between devices and ensure the end user has all they need to be successful. Reset passwords and unlock accounts in common systems for end users. Stay up to date on the latest developments in technology, applications, and hardware utilized by the organization. Participate in a 24/7/365 on‑call rotation assisting employees with urgent needs after hours. Travel is required for training and/or to assist at other locations. Qualifications Ability to repair computer hardware and diagnose hardware issues. Strong knowledge of Windows operating systems, including Windows 10 and Windows 11. Experience with Office 365, Zoom Meetings and Phone, and Active Directory. Strong interpersonal skills. Well organized with close attention to detail. Strong time management skills. Customer service experience required. Ability to drive and a valid license required. #J-18808-Ljbffr Foley Equipment