IT Infrastructure Specialist
Job Description
Provides first line of IT end-user support for DTRIC. Ensures proper workstation, mobile devices, printer, and network operation so that end users can accomplish business tasks. Documents work in the Service Desk ticketing system to respond, track, and resolve user help requests both remotely and in person at the workstation. Effectively manages time based upon priority of issues, projects, and preventative maintenance tasks.
Functions & Requirements
- Provide excellent customer support for DTRIC employees while demonstrating the organization’s values.
- Install, diagnose, repair, maintain, and upgrade workstation hardware, software and other related equipment or systems while ensuring optimal performance.
- Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Troubleshoot issues (in person or remotely) in a timely and accurate fashion, and provide end user training and assistance where required.
- Follow up with users to ensure problem resolution and satisfaction.
- Apply methodical troubleshooting techniques, diagnostic utilities, vendor resources, online technical communities to aid in problem resolution.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Responsible for health, documentation, setup, and teardown of PC’s.
- Perform preventative maintenance tasks on a daily basis and resolves issues as they arise.
- Act as a key part of the organizations security measures by maintaining Antivirus and Software Update systems keeping all machines up to date.
- Maintains network accounts. Sets up and removes users from systems following a checklist.
- Ensures copiers, printers, scanners, and faxes are properly operating, fully stocked, and escalates issues to printer vendors when necessary.
- Perform network and phone cabling repair and installation when necessary.
- Produce and revise written materials for IT services which includes: periodic reports, manuals, memos, correspondence, meeting minutes, forms, checklists, procedures, and work instructions.
- Maintain systems documentation and updates as changes occur.
- Attend regular staff meetings and participate in other IT related activities, such as training seminars or trade show events.
- Identify and learn software and hardware technologies used and supported by the organization.
- Keep current with IT trends and technologies and maintain a willingness to advocate positive change within the IT Department.
- Performs setup of audio and visual equipment for large group meetings.
- Maintains inventory of loaner equipment, checks in and out to staff.
- In addition to the accountabilities above, other responsibilities, tasks, and deliverables may be assigned to the incumbent of this position.
- May be required to carry a mobile device and respond to after hours trouble calls.
- May act as system administrator, as assigned.
Skills/Knowledge
- Advanced proficiency in current computer software such as Windows Desktop OS, Microsoft Office, Microsoft 365, Corporate Antivirus and other comparable programs and applications.
- Requires good working knowledge of various devices, such as desktops, laptops, workstation peripherals, printers, scanners, and faxes.
- Intermediate proficiency in systems and network troubleshooting.
- Strong team player with good interpersonal and communication skills required.
- Must be able to work independently.
- Must be able to work in a fast paced environment and handle multiple tasks.
- Analytical skills required.
- Must display a professional and technical image.
Education/Experience
- Associate Degree with a concentration in Information Technology preferred.
- 1 year of IT related experience with CompTia or Microsoft certification or High School Diploma or GED with 2 years of related experience with CompTia or Microsoft Certification.
Benefits
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Life insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule
- Holidays
- Monday to Friday
- On call
- Weekend availability
Work Location
- One location