IT Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

DUTIES AND RESPONSIBILITIES:
● Serve as the first point of contact and front-end support answering inbound
bound helpdesk requests for all areas of the IT Enterprise, interacting with
employees, customers, vendors, and contractors
● Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and
remote connectivity, IT hardware, software, applications, peripherals and
mobile and desktop equipment
● Install desktop and laptop hardware, software and peripheral components as
required
● Perform onboarding and maintenance of corporate user accounts and groups
within Microsoft Active Directory
● Perform maintenance and troubleshooting on printers and copiers and IP
telephony systems
● Configure, update, wipe and/or repair Windows and Mac desktop systems
● Support the corporate base of iPhone and Android mobile users.
● Setup, configure and troubleshoot Microsoft Office applications and perform
administrative functions within Microsoft Office 365
● Follow up on tracked requests and ensure timely resolution, with goal to
resolve all issues first call
● Provide feedback on reducing ticket times and helpdesk efficiency
● Engage and contribute with the IT team on projects and task supporting
business Enterprise needs
● Provide wireless network support for users including connectivity issues and
administrative functions of the system
● Assist in development of procedures that outline how incidents, requests, and
problems are identified, documented, escalated and managed
QUALIFICATIONS:
● High school diploma or equivalent and 3-4 years’ proven experience in a
helpdesk environment (Tier II support)
● Strong understanding of computer systems, mobile devices, and applications in
an Enterprise IT environment
● Experience with wired and wireless Local Area networks (LAN), Wide Area
networks (WAN) and Networking preferred
● Ability to diagnose, troubleshoot and resolve basic to complex end user
technical issues
● Working knowledge of Microsoft and Mac operating systems and Office
products
● Excellent oral and written communication skills
● Certification on Microsoft Client or Server products is preferred, but not
required
● SharePoint, Salesforce or ServiceNow experience is preferred, but not required
COMPETENCIES:
● Adaptability - Adapts to changes in the work environment; Manages
competing demands; Changes approach or method to best fit the situation;
Able to deal with frequent change, delays, or unexpected events.
● Attendance/Punctuality - Is consistently at work and on time; Ensures work
responsibilities are covered when absent; Arrives at meetings and
appointments on time.
● Customer Service - Manages difficult or emotional customer situations;
Responds promptly to customer needs; Solicits customer feedback to improve
service; Responds to requests for service and assistance; Meets commitments.
● Dependability - Follows instructions, responds to management direction;
Takes responsibility for own actions; Keeps commitments; Commits to long
hours of work when necessary to reach goals; Completes tasks on time or
notifies appropriate person with an alternate plan.
● Diversity - Demonstrates knowledge of EEO policy; Shows respect and
sensitivity for cultural differences; Educates others on the value of diversity;
Promotes a harassment-free environment; Builds a diverse workforce.
● Innovation - Displays original thinking and creativity; Meets challenges with
resourcefulness; Generates suggestions for improving work; Develops
innovative approaches and ideas; Presents ideas and information in a manner
that gets others' attention.
● Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains
confidentiality; Listens to others without interrupting; Keeps emotions under
control; Remains open to others' ideas and tries new things.
● Judgement - Displays willingness to make decisions; Exhibits sound and
accurate judgment; Supports and explains reasoning for decisions; Includes
appropriate people in decision-making process; Makes timely decisions.
● Oral Communication - Speaks clearly and persuasively in positive or negative
situations; Listens and gets clarification; Responds well to questions;
Demonstrates group presentation skills; Participates in meetings.
● Organizational Support - Follows policies and procedures; Completes
administrative tasks correctly and on time; Supports organization's goals and
values; Benefits organization through outside activities; Supports affirmative
action and respects diversity.
● Professionalism - Approaches others in a tactful manner; Reacts well under
pressure; Treats others with respect and consideration regardless of their
status or position; Accepts responsibility for own actions; Follows through on
commitments.
● Problem Solving - Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully; Develops alternative solutions;
Works well in group problem solving situations; Uses reason even when
dealing with emotional topics.
● Quality - Demonstrates accuracy and thoroughness; Looks for ways to
improve and promote quality; Applies feedback to improve performance;
Monitors own work to ensure quality.
● Safety and Security - Observes safety and security procedures; Determines
appropriate action beyond guidelines; Reports potentially unsafe conditions;
Uses equipment and materials properly.
● Teamwork - Balances team and individual responsibilities; Exhibits objectivity
and openness to others' views; Gives and welcomes feedback; Contributes to
building a positive team spirit; Puts success of team above own interests; Able
to build morale and group commitments to goals and objectives; Supports
everyone's efforts to succeed.
● Technical Skills - Assesses own strengths and weaknesses; Pursues training
and development opportunities; Strives to continuously build knowledge and
skills; Shares expertise with others.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
● Occasionally required to stand
● Occasionally required to walk
● Continually required to sit
● Occasionally required to climb, balance, bend, stoop, kneel or crawl
● Occasional exposure to wet and/or humid conditions (non-weather)
● Occasional work near moving mechanical parts
● Occasional exposure to outside weather conditions
The above is intended to describe the general content of and requirements for the
performance of this job. It is not to be construed as an exhaustive statement of duties,
responsibilities, or physical requirements. Nothing in this job description restricts
management’s right to assign or reassign duties and responsibilities to this job at any
time. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Aligned Data Centers is an equal opportunity employer that embraces diversity and is
committed to building a team that represents a variety of backgrounds, perspectives,
and skills. Equal employment opportunities are available to all applicants and
teammates without regard to race, color, religion, sex, pregnancy, national origin, age,
physical and mental disability, marital status, sexual orientation, gender identity,
gender expression, genetic information, military and veteran status, and any other
characteristic protected by applicable law. All aspects of employment including the
decision to hire, promote, discipline, or discharge, will be based on merit, competence,
performance, and business needs