IT Support Specialist

As a Systems Support Specialist, you will provide hardware support for all AGI lines of business Computers, Tablets, Phones, and printers. 

Primary duties include systems installation, configuration, and administration; e-mail and user account management; patch management; hardware and application software installations and upgrades; problem troubleshooting, and general user assistance. Creating and maintaining internal documentation and sharing user insights to influence device designs, standards, and rollouts.  

MAJOR RESPONSIBILITIES 

Technical Services  

• Taking ownership and accountability for the projects and efforts assigned to you 

• Experience Managing Office 365 users 

• Experience with Exchange Online (Office 365) 

• Experience with imaging (Windows and/or OSX), package deployment, and systems management through Microsoft Intune 

• Company-wide projects (system upgrades, security rollouts) 

• Testing and qualifying new hardware 

• Repair defective systems and printers. 

• Manage Timeclock rollouts, Troubleshooting and configuration 

• Maintains updated remote access tools (i.e. Splashtop) on all devices 

• Work with PC vendors to create quotes and resolve warranty issues. 

• Securely wipe and assist with surplus older equipment. 

• Provide direct end-user support for Windows, Mac OS, and Linux operating systems in a heterogeneous networked environment, minimizing the number of issues that must be referred to level 3 System Admins: 

• Initial OS installation and physical deployment of workstations to users 

• Monitor and resolve OS patch and antivirus issues  

• Conduct network troubleshooting and IP management 

• Application support, installation, and upgrades 

• Support and troubleshoot printer issues 

• Support departmental smartphones and tablets. 

• Escalates unresolved issues that require more in-depth knowledge of Windows, Mac OS, and Linux administrators 

• Unboxes and setups computing hardware 

• Independently answer Help Desk calls, e-mails, walk-ins, and other methods of technical requests in a customer-friendly, expedient manner to maintain a positive end-user experience. 

• Accurately record support incidents in the enterprise tracking system. 

• Create, update, and maintain online support documentation. 

• Maintain departmental inventory: continuously monitor and replenish the departmental stock of printers, computer components (cables, RAM, keyboards, mice, video cards, etc.); place purchases as needed. 

Project Management  

• Prepares, plans, and co-ordinates new technology implementation and existing technology upgrades for short and long-term projects.  

• Conducts periodic reviews on on-going projects and rollouts.  

• Provides direct Expert level technical support for client hardware devices implementations. 

Administration  

• Prepares regular status reports and discusses ongoing issues  

• Reviews and approves expense reports on time 

• Travel as required with minimum notice. 

Management 

• Manage external resources as needed on all projects ensuring that tasks and projects are completed on time and within budget 

Finance  

• Participates in preparation of the annual departmental budget, approves expenditures and monitors progress throughout the year, reviews and revises as appropriate. 

Experience 

• Relevant industry certifications preferred (i.e.: Azure, Office365 Admin or similar designations) 

• 3-5+ years of virtual experience 

• Intune experience 

• VDI experience 

• Windows and Linux Server exposure 

• Scripting experience for automation 

• Experience working in support as a product specialist 

• Experience owning and leading cross-functional projects that improve the user experience. 

• Ability to turn countless support interactions into meaningful insights that can easily be interpreted into future product designs 

• An effective communicator who can flex their communication style to maximize comprehension and impact 

• An analytical mindset. Someone with a strong desire and the capability to incorporate data into everything they do 

• 5 to 8 Years of working experience as an Application Systems Analyst 

• Demonstrated ability to prioritize team activities considering overall business direction while setting realistic and achievable goals  

• Demonstrated ability to manage multiple projects and timelines using a project management approach  

• Excellent teamwork, cooperation and time management skills  

• Demonstrated ability to seek out relevant information and think analytically  

• Demonstrated ability to listen, understand and respond in an effective and timely manner.  

• Seasoned, in-depth knowledge of technological concepts, ITIL best practices and procedures  

• Knowledge of writing specifications, designs and standards for selection and implementation of technologies  

• Ability to thrive in an ambiguous, fast paced and dynamic environment 

• You are a self-starter who is passionate about the support experience, have an analytical mindset and can effectively communicate to all levels.