IT Support Specialist

SUMMARY: 

The Information Technology Support Specialist is primarily responsible for providing top notch customer service in information technology support to all users in Cacique. Key responsibilities include developing, configuring, installing, and maintaining desktop, perimetral, user access and server operating systems (on-prem and cloud base). They will also be responsible for diagnosing, troubleshooting, and resolving hardware and software problems. These duties ensure that IT systems run smoothly and efficiently, supporting the overall productivity of the organization.

KEY RESPONSIBILITIES:

• Diagnose, troubleshoot, and resolve hardware/software problems.
• Ownership the IT helps desk process and maintain, communicate and improve based on the IT strategy set.
• Provide IT support after work hours.
• Strong knowledge of security tools such Antivirus, Cybersecurity and computer hardware and software management. (Sentinel one, Intune, Darktrace preferable) 
• Effectively respond to routine helpdesk inquiries from users and provide basic support with managing user accounts, printing, email, network access other system-related questions.
• Maintain IT Software and Hardware inventory accurately.
• Plan and provision of new or replacement Windows desktop and laptop computers including installing and configuring applications, printers, and troubleshooting technical issues.
• Perform system administration tasks including installation and maintenance of server applications to support operation’s infrastructure.
• Create and maintain all O365 accounts, mailboxes and assignments of assigned licenses.
• Establish standard practices for configuration, security, installation, and maintenance of Microsoft operating systems, applications, and peripheral equipment.
• Maintain accurate logs of system configurations, errors, hardware, software repairs and modifications, as well as software licenses.
• Perform threat mitigation and remediation as directed.
• Assess infrastructure on a regular basis to ensure it continues to meet necessary demands and requirements.
• Facilitate requests for computer equipment and general software by confirming technical specifications and submitting requests for procurement.
• Take ownership of complex tasks and engage technical experts or helpdesk team members as needed to drive to swift resolution of issues.
• Perform other related duties, tasks and responsibilities as required or assigned.
• Provide Training to users in all key IT activities to ensure that users can operate their technology smoothly and efficiently.
• Develop new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.
• Create and maintain documentation related to resolution activities for future references.
• Own, design and manage helpdesk System to be in the best state to provide the best service to end users such stablish SLA’s, workflows, reports, etc.
• Take ownership of all IT Process assigned.
• Plan and execute all activities related to the boarding and outboarding process.

• Performs other related duties as assigned by management.
• Maintain IT software and hardware inventory accurately in all systems (AV, Security, help desk Active Directory).
• Respond all security incidents by doing the initial troubleshooting. 
• Perform IT maintenance routines assigned

QUALIFICATIONS & EDUCATION:

• Bachelor’s degree in information systems, Computer Science or equivalent experience
• Minimum 5 years of experience of working independently in an IT Helpdesk or Tech Support role (Service Desk is a plus)
• Proficient knowledge of Microsoft Windows environment including Windows 10, Windows 11 and various Office 365 applications, Windows Server environment and Azure cloud technology.
• Proficient knowledge of Security tools such Sentinel one and Darktrace.
• Proficient in hardware and software PC management such Intune, Service Desk, etc.
• Proficient on PC Imaging Process and capabilities. 
• 3-4 years knowledge of LAN/WAN networking, PCs, Printers, Terminals and other IT Technology as needed to support the business.
• 3-4 years hands on administration of Microsoft Server, virtual machines and cloud computing, (Azure is a plus)
• Must be able to lift 25lbs
• Excellent customer service skills and troubleshooting capabilities.
• Strong analytical, verbal and written communication skills
• Ability to prioritize task and efficiently manage time
• Must be able to work evenings, weekends, and holidays