IT Support Specialist
KM Associates is seeking a highly skilled IT Support Specialist with a strong Information Technology background to join our dynamic team. As an IT Support Specialist, you will play a crucial role in providing effective IT assistance across all aspects of our business operations.
The ideal candidate must be resourceful, possess excellent communication skills, and demonstrate the ability to work effectively in a team setting. This position requires outstanding communication and follow-up skills to ensure efficient and reliable IT support.
The ideal candidate will exhibit excellent communication and follow-up abilities, ensuring that our IT support remains efficient, effective and dependable.
Essential Job Functions
- Diagnose and Resolve Technical Issues:
- Serve as the initial point of contact for end users, diagnosing and resolving technical issues promptly and efficiently.
- Provide comprehensive troubleshooting and support for hardware, software, and network problems.
- Ensure timely resolution of user concerns to minimize downtime and maximize productivity.
- Install and Configure Systems:
- Install, configure, and maintain laptops and desktops, ensuring optimal performance and user satisfaction.
- Assist in the setup and maintenance of applications and services, including Office 365, Vonage Phone System, etc.
- Collaborate with team members to deploy software updates and patches to end-user systems.
- Maintain Inventory and Documentation:
- Maintain an accurate inventory of desktop applications and tools throughout the company, including software versions and license information.
- Document and update processes, reference materials, and training documentation for user reference and knowledge sharing.
- Monitor and Report:
- Provide daily status reports on trouble tickets and project progress to the Management team.
- Gather and analyze help desk requests and reported issues to identify trends and determine the best methods of resolution.
- Proactively monitor system performance and identify potential areas of improvement or optimization.
- Peripheral and Database Management:
- Maintain and support large peripherals, such as copiers and network printers, ensuring smooth operation and availability.
- Manage user profiles, sharing rules, roles, and other database objects, ensuring data integrity and security.
- Train internal users on new and existing functionality, empowering them to maximize the utilization of IT resources.
Knowledge and Ability
- Excellent ability to clearly communicate technical solutions to individuals at all levels of the organization.
- Strong analytical and critical thinking skills with meticulous attention to detail.
- Ability to work independently as well as collaboratively within a team, effectively managing multiple tasks concurrently.
- Proven time management and organizational skills, ensuring efficient task completion.
- Desire to understand the Salesforce platform and follow best practices.
- Positive attitude, high sense of service, and willingness to assist and interact with internal users.
- Ability to adapt to a fast-growing environment and quickly learn and embrace new technologies.
- Proficiency in Windows OS hardware and software configuration.
- Familiarity with web conferencing technologies, such as Webex, Zoom, etc.
- Strong understanding of network and computer systems, including printers, network scanners, peripherals, mobile devices, and emerging technologies.
- Experience managing profiles, permission sets, role hierarchies, and security settings.
- Experience working in a hybrid technical environment encompassing both Windows and Apple systems.
Education and Experience
- Bachelor’s degree in Computer Science or related field.
- Minimum of 2 years of experience providing technical support to end-users, including hardware, software, and networking protocols.
This is not a supervisory role