IT Support Specialist

IT Support SpecialistJob Description:The IT Support Specialist works and communicates with state employees, internal customers and/or external customers to provide information and services targeted to meet customer expectations. This position will work and communicate within the department to provide end users with equipment and ensure all installed applications and hardware are working properly. The IT Support Specialist will work with the Service Desk to help end users troubleshoot and resolve issues related to hardware, software, SSL VPN or other services that are not supported by the Service Desk and Service Providers. The IT Support Specialist will work with the agency's security office and service providers in ensuring end user devices and accounts are protected against cyber threats and vulnerabilities. This position is required to have prompt, regular attendance, and be available to work on-site, in person, during regular business hours.Entry Qualifications:High School diploma/GED and six (6) months of education or experience in information security, privacy, system/network administration and support, or application development and training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.Primary Duties & Responsibilities:Support end users via phone and remote support tools for issues such as new equipment setup, hardware, software, SSL VPN, suspicious emails, network drive access, network outages, etc. that are not covered by service providers.Work closely with management and departments to discuss equipment performance and coordinate with service providers to resolve agency-wide and recurring issues promptly.Coordinate software installations, upgrades, and patching on PCs and VDIs, ensuring systems are up to date and secure.Coordinate new service or service modification rollouts as required by department.Submit ServiceNow requests for onboarding, offboarding, hardware installs, and other IT related requests as neededWork with service providers to coordinate system maintenance and troubleshoot application issues for AWS VDI Workspaces.Coordinate vulnerability identification and remediation on VDIs and end-user devicesPerform monthly review and updates for Mobile Device Management.Manage agency's network accounts through Active Directory and service providerComplete weekly and quarterly access reviews for all end user accounts.Manage CRM tickets and escalate to appropriate service provider when necessary.Oversee and manage Audio/Visual equipment in all conference rooms within SAOEffectively manage time to ensure tickets are responded to in a timely manner.Manage internal and guest Wi-Fi access points through AT&T to ensure secure network accessDevelop materials and methods to be used in training others in the use of various hardware and software applicationsDeliver excellent customer service in person, via phone, and via email.Lifting and bending, including moving monitors, laptops, other equipment as neededPerform other duties as assigned.Skills and Competencies:Demonstrate critical thinking, strong problem-solving and analytical skills.Must be detail-oriented, self-motivated, and able to handle and prioritize multiple tasks to meet deadlines.Ability to go beyond expectations, being persistent in satisfying customers.Candidate must possess integrity and demonstrate accountability, respectability, responsibility, and reliability.Strong interpersonal, written, and verbal communication skillsAbility to multi-task in a fast-paced environmentProficiency with MS Office 365 SuiteProficiency with ConnectWise Connect and Microsoft Teams for remote technical assistancePreferred Qualifications:Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:Vocations/Technical degree in computer technology and/or networking from an accredited college or High School Diploma or GED and one year of experience in the installation and repair of computers, communications, or technical equipmentCompTIA A+ CertificationAbility to analyze the customer's request or complaint, evaluate issues and determine the correct course of action Ability to effectively communicate verbally including a good speaking voice and use of proper grammar, active listening skills and a pleasant and courteous mannerSkill Matrix:Skill - Required No. of Years - Actual Years of ExperienceProficiency with ConnectWise Connect and Microsoft Teams for remote technical assistance - 3 YearsExperience helping end users troubleshoot and resolve issues related to hardware - 3 YearsAbout Us:InterSources Inc. is a Small, Woman, and Minority-Owned Business Enterprise, ISO/IEC 27001, SOC 2 Type 2 certified company with massive 18+ years of diversified experience in providing IT Consulting Services, Artificial Intelligence, Data Analysis, Application Development, Cloud Services, Cybersecurity, Digital Marketing, ERP Management, Custom Software Development, Web Development, UI/ UX Design, System Integration, QA Support etc. We make reasonable accommodations for clients and employees, and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud and Oracle partner company.