IT Support Specialist

The IT Support Specialist is responsible for the daily support, service, repair, and availability of managed network devices, printers, and other office technology within Florida, for internal and external clients. This role includes responding to customer requests, providing technical support, training, and managing hardware procurement and inventory. The ideal candidate is client-focused, technically minded, and passionate about delivering a high level of customer service.

Job Duties and Responsibilities:

• Service Level Management: Ensure Service Level Agreements (SLAs) between customers and the company are met, resolving service requests promptly and professionally.
• Technical Support: Provide troubleshooting for user-generated tickets, including PC/laptop/tablet/smartphone OS, basic applications, printing and connectivity, VOIP, email, remote access, and Office 365.
• Device Maintenance: Conduct routine servicing, troubleshooting, diagnostics, installation, component replacement, and repairs on printers, multi-functional devices, and other managed assets.
• Installations and Setup: Perform advanced installations, IP address configurations, printer driver downloads, and user training on supported devices.
• Consumables Management: Replenish and manage on-site parts, supplies, and consumables inventory for devices, maintaining appropriate PAR (Periodic Automatic Replacement) levels.
• Network Support: Troubleshoot server-based and networking issues in hosted and on-site environments, including routers, firewalls, VLAN, VPN, DHCP, and IP routing.
• Documentation: Document all service calls, ticket resolutions, network diagrams, and detailed client configurations in internal systems.
• Fleet Optimization: Identify over/under-utilized and frequently serviced devices for continuous fleet optimization.
• Customer Engagement: Communicate effectively with customers to provide status updates, training, and resolutions, ensuring a high level of customer satisfaction.
• Inventory Management: Manage on-site hardware inventory, including hot swap devices and printer procurement as required by the customer.
• Team Support: Provide training to team members on equipment features, assist in mapping devices, and provide 2nd-level technical support when necessary.
• Field Service: Conduct remote and on-site support as needed, requiring daily travel to customer locations and branch offices.
• Compliance: Follow internal escalation paths, adhere to IMACD processes (Install, Move, Add, Change, and Delete), and ensure customer data security and privacy.
• Administrative Tasks: Complete required administrative tasks accurately and promptly, such as documenting new findings, maintaining SLA goals, and alerting management to internal or client-facing issues.

Qualifications (Education, Experience, and Certifications):

• High School Diploma or equivalent; additional technical education preferred.
• Minimum of 3 years of related experience in network operations or technology services.
• IT Help Desk Support experience (application and hardware support) preferred.
• Certifications: HP Certifications, CompTIA A+, or Network+ certifications preferred.

Knowledge, Skills, and Abilities:

• Strong customer service skills with a focus on follow-up to ensure issue resolution.
• Proficient technical knowledge of network infrastructure, electro-mechanical devices, and office technology products.
• Excellent communication and interpersonal skills.
• Ability to read and comprehend technical manuals and documentation.
• Strong problem-solving skills with a methodical approach to troubleshooting.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of Microsoft 365, Windows OS, Azure, and networking protocols.
• Ability to work independently and as part of a collaborative team.
• Detail-oriented with good project management skills.
• High level of dexterity for handling small electronic and mechanical components.

Working Conditions, Mental and Physical Demands:

• Work primarily in an office environment with moderate physical effort required, including walking, standing, bending, lifting (up to 50 lbs), and carrying objects.
• Extensive daily travel in an automobile to customer locations may be required.
• Use of hand tools (screwdrivers, pliers, wrenches) and electronic testing equipment.
• Must be able to access/service equipment in various locations, including low, high, or cramped areas.

Other Requirements:

• Valid driver's license and ability to meet company vehicle policy requirements.
• Ability to work shift schedules, overtime, or on-call as required.

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