About Job

Description:

IT Systems Specialist

Job Category: Information Technology

Department: IT Services Group

Billable Hours Goal: 80% of worked hours

Location: Rochester, NY

Travel Required: Minimal as needed

Position Type: Full Time

Job Purpose:

The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.

Duties:

Respond to customer inquiries in a courteous and professional manner
Answer the most commonly asked questions for defined issues and problems
Act as first line analyst for service request tickets following established protocols
Create, document, and escalate issues and problems according to ticketing standards and SLAs
Monitor ticket queues and provide service or escalation as necessary
Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
Set-up and configure new equipment and prepare for install
Accurately enter and maintain case information including notes and resolution
Adhere to departmental policies for reporting and managing requests and change control
Participate in emergency on call rotation schedule
Internal IT Support as needed
Identify sales opportunities and pass the information to correct team members
Submit timesheets accurately and timely
Other duties as required

Supervision Exercised: None

Supervision Received: Reports to Manager, IT Services

Requirements:

Work Environment/Physical Demands:

Use of computer and office equipment.
Ability to remain calm in stressful situations
Performs all administrative functions expected at this level.

Minimum Qualifications:

Technical Skills

Strong understanding of available tools to assist in daily tasks
Ability to troubleshoot server based software issues with:
Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64)
Microsoft Windows Active Directory Infrastructure
Microsoft Terminal Server 2003/2008/2008 R2 (x32 and x64)
Microsoft Remote Desktop Services
Microsoft Azure
Knowledge of workstation/server hardware and software troubleshooting abilities
Very knowledgeable of various workstation peripherals such as printers, PDAs, scanners, etc.
In depth knowledge of workstation hardware and software troubleshooting abilities
Working knowledge of HP and Dell equipment; general understanding of storage solutions
Extremely knowledgeable in troubleshooting and resolving workstation based software issues with:
Microsoft Windows XP, Vista, 7, and 10 (x32 and x64)
Microsoft Office 20XX
Domain and workgroup environments
Knowledge and understanding of AD, DNS, the Internet and mail flow is preferred

Soft Skills

Strong written and verbal communication skills
Pleasant and professional demeanor in all client and internal communications
Ability to multi task
Intellectually resourceful with sound judgment and effective decision-making abilities
Independent worker and able to work effectively on daily tasks without direct supervision
Strong organization skills and ability to operate efficiently throughout daily tasks
In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
Demonstrates empathy with users and professionalism at all times
Work well with clients at all levels
Operates with client satisfaction in mind
Energy, enthusiasm and results-oriented

Education and Experience

Bachelor's degree preferred
CompTIA A+ and Network+ preferred
Microsoft Technology Associate (MTA) preferred
At least two years relevant experience in providing telephone/remote desktop support

Additional Requirements