Our client needs a Network Specialist. The Network Specialist is accountable for providing timely support and troubleshooting of staff hardware and application issues, responding to other IT-related service requests, and first-level support and troubleshooting of network systems, to meet or exceed the IT needs of staff as they serve our valued customers.


RESPONSIBILITIES

• Ensure network and systems are prepared and consistently capable of maximizing employee productivity and customer experience.
  • Performing basic network troubleshooting in consultation with the network administrator
  • Administer ITSM (ticketing system) reporting & enhancements to drive efficiencies and improve response times.
  • Administer Microsoft 365 environment and operational systems to support staff productivity.
  • Administer device configurations via Microsoft Intune and Group Policy to reduce tickets & enhance productivity.
  • Develop and maintain documentation related to systems, infrastructure, and procedures, to improve consistency and productivity of maintenance and support.
• Minimize employee downtime and ensure satisfaction throughout the internal and external support functions.
  • Supporting, troubleshooting, and resolving problems with hardware and software while delivering exceptional customer service
  • Triage and prioritize support requests based on urgency and business impact, to ensure prioritized responsiveness to needs.
  • Conduct support activities and customer interactions with a high degree of customer focus, professionalism, and courtesy to support company values and culture connectors in the delivery of service to valued team members.
  • Keep all customers, internal and external, informed of problem status and timelines throughout the process of maximizing transparency and engagement.
• Ensure consistent control and monitoring of company-owned equipment.
  • Provisioning and maintaining common IT assets, such as laptops, printers, phones, etc., and related inventory records in compliance with company standards; maintaining adequate levels of supplies to equip staff for their needs.
  • Maintain asset management records to reflect the procurement, assignment, and retirement of corporate assets, for security and cost management purposes.
• Monitor, maintain, and upgrade systems when new versions are released and vetted. Troubleshoot as needed.
• Ensure all employees are fully trained on, aware of, and proficient in utilizing corporate technologies (as relevant to their role) and understand best practices and policies related to IT processes and equipment. 
  • Providing on-site and remote support leading up to and as part of new team member onboarding (NTMO);
  • Conduct new team member onboarding orientations to deliver a professional, thorough introduction to the IT environment ensuring that every new team member has appropriate access to required systems and resources. 
  • Build and maintain a knowledge base of self-help work instructions, technical information, common issues, and resolutions to drive efficiency.
• Continually and proactively protect, secure, and mitigate risks to systems, data, and users from cyber threats:
  • Apply security best practices and methodologies to minimize business risk and interruption.
• Keep technical skills aligned with industry developments and best practices by recommending and attending training to ensure IT support structures and techniques are current.
• Perform other related duties as assigned, to support team and organizational goals.

COLLABORATION

• Collaborate with team members in other departments to create solutions and solve issues by ensuring to understand their requirements with first-pass efficiency.
• Collaborate and engage with other IT team members, other departments, and vendors/partners as needed, to collect information about service requests to ensure that issues are properly defined and addressed, and to deliver exceptional customer service and network/systems reliability.
• Support the IT team by providing backup support as needed.
• Participate in on-call rotation for after-hours IT Support to provide extended coverage.
• Participate in the development of end-user IT systems training to help staff understand how to use systems efficiently.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 3+ years of experience in an IT support role
• 3+ years administering and providing support within Microsoft Windows environment, including Microsoft Azure Virtual Desktop, Microsoft 365, and Active Directory
• Ability to communicate technical information, both verbally and in writing to staff at varying levels of technical understanding
• Demonstrated problem-solving skills
• Strong organization, time management, customer service, and communication skills

PREFERRED SKILLS

• Bachelor’s degree in IT, business, or related field
• Microsoft certifications
• Software development and scripting skills