IT Support Specialist
4 weeks ago
The IT Support position at United Legwear and Apparel Co. is responsible for providing technical assistance for business operations. This role will install, upgrade, and troubleshoot hardware and software systems, ensuring seamless functionality and efficiency.
Key Responsibilities:- Address user support tickets regarding hardware, software, and networking, meeting Service Level Agreements (SLAs)
- Guide users through installing applications and computer peripherals, ensuring smooth onboarding
- Diagnose problems by asking targeted questions and providing clear, step-by-step instructions
- Conduct remote troubleshooting, testing alternative pathways until issues are resolved
- Customize desktop applications to meet user needs, enhancing productivity
- Record technical issues and solutions in logs, facilitating knowledge sharing and improvement
- Direct unresolved issues to the next level of support personnel, ensuring timely resolution
- Follow up with users to ensure systems are functional, maintaining high customer satisfaction
- Report user feedback and potential product requests, informing product development and improvement
- Aid in creating technical documentation and manuals, promoting knowledge sharing and consistency
- Maintain and resolve issues on Local Area Network (LAN) and Wide Area Network (WAN), ensuring network stability
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
- Hands-on experience with Windows, Linux, and Mac OS environments
- Experience with computer and peripherals (printers and scanners) setup and troubleshooting
- Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Excellent interpersonal skills and a team-player attitude
- Windows 10/11, Server 2016-2022
- MS Office, O365, Exchange/Outlook
- Experience with IT Ticket system and IT Management system, experience with AutoTask and/or Kaseya is a plus
- Active Directory Admin capabilities: create/delete mailboxes, distribution lists, experience with GPO
- Networking gear: Routers, Switches, Firewalls
- Experience with Cisco and SonicWall are a plus
- Experience with spam filters, experience Mimecast is a plus
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