IT Field Support Specialist

Summary:  

Reporting to the Manager, IT Services, the Field Support Specialist I is responsible for providing comprehensive and progressive Tier 1 & 2 level support for all company standard desktop hardware, software, network and peripherals under supervision which includes but is not limited to installation, upgrades, problem diagnosis and resolution, helpdesk support and training of new products or services. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual also ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, volunteers, and partners.

The incumbent will also provide remote support to other locations as well as remote technical support for work from home/hybrid staff. Travel when needed for onsite support and hands on troubleshooting when required.

Duties & Responsibilities: 

System Administrators Support and Assistance:

• Assist system administrators with and install new servers as well as troubleshoot existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and operational requirements.
• Providing on-site hands-on assistance, under guidance and instruction of the system administrators team.
• Contribute to and maintain system standards.
• Research and recommend innovative automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale.

Operations and Support

• Clearly communicate technical solutions in a user-friendly, professional manner
• Install, implement and configure end-user desktop and remote hardware, software and peripherals
• Diagnose and resolve end-user’s PC hardware/software problems, network or local printer problems, email, internet or local area network access problems
• Act as a contact with the helpdesk and software/hardware vendors to resolve problems and answer questions in a timely fashion
• Provide “high priority” quick response to hardware/software/communications related problems
• Support, maintain network and application security
• Provide support for company-standard video conference equipment
• Work with users to maximize productivity and use of company standard and business specific, desktop and network-based computer equipment and business applications
• Facilitate and provide in-house training
• Work on special projects and perform other duties as required

Maintenance

• Apply OS patches and upgrades on a regular basis and upgrade administrative tools/utilities. Configure/add new services as necessary.
• Maintain standard operations, configurations and follow in-place policies/procedures.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
• Assist in maintaining data center environmental and monitoring equipment.
• Working with vendors to provide quotes on key business hardware and systems components, strategies on cost effective methods to reduce spend and meet budgetary targets.
• Work conjunctively with management to summarize IT budgetary needs.
• Provide guidance on business lead projects that require IT intervention and assistance.

Qualifications: 

• Bachelor (4-year) degree preferred with a technical major, such as engineering or computer science or work experience equivalent,
• Two (2) to six (6) years of experience in network and systems management
• Two (2) to six (6) years of PC hardware, software and peripheral implementation and support experience
• Experience in PC/Laptop and peripheral break/fix resolution, installation and maintenance
• Experience with data, wireless and voice networks
• Excellent client relations, verbal, written and interpersonal skills
• Skilled in Microsoft windows desktop operating systems, Office professional software, e-mail Exchange/Outlook
• Ability to identify priorities and manage multiple tasks at one time
• Knowledgeable in Cisco technologies a plus
• A+ certification a plus
• Previous experience working with budgets a plus