IT Specialist

ESI’s IT Specialist provides technical support to users (employees). The IT Specialist is responsible for responding to incoming requests and support tickets. They help resolve network, hardware, and software issues with computers and other equipment. Performs technical maintenance and software installations and updates. The IT Specialist serves as the first point of contact to resolve issues for users and will be required to identify and diagnose issues and advise users on the appropriate course of action, monitoring issues from start to resolution, and escalate problems, if needed to, to a higher level of support.

Benefits

• ESI covers 100% of the medical premium for all employees and families.
• Competitive 401k match
• Lucrative bonus potential
• Great upward mobility for career growth

Responsibilities

• Provide technical assistance and support for incoming incidents and service requests.
• Provide desk side support to end users for laptop/desktop hardware and software including lifecycle refresh when appropriate.
• Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Recommend, schedule, and perform PC improvements, upgrades, moves and repairs.
• Administer and maintain end user accounts, permissions, and access rights.
• Ensure company standards are followed in the delivery of computing hardware and software systems.
• Setup and management of devices including desk phones, mobile phones, tablets, and MiFi’s.
• Coordinate with other team members to accomplish projects in allotted timeframes.
• Escalate incidents/service requests that need assistance to ensure resolution within agreed service level agreements.
• Provide training to users on company approved hardware & software.
• Maintain accurate IT asset logging, including maintenance of inventory database and related documentation.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field is preferred.
• 1-3 years’ experience in a similar role.
• ITIL Foundation Certified is highly desired.
• Working technical knowledge of network and PC operating systems, including all Windows client and server operating systems (Active Directory, & Group Policy objects).
• Application support experience with Microsoft Office Suites, Microsoft 365, Mobile Device Management & Antivirus applications.
• Hands-on hardware troubleshooting experience.
• Knowledge of applicable data privacy practices and laws.
• Excellent written and verbal communication skills.
• Strong interpersonal skills & customer service orientation.
• Ability to present ideas in user-friendly language.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks and support requests with ticketing system.
• Experience working in a team-oriented, collaborative environment.

Working Conditions

The work environment characteristics described here are representative of what an Information Technology (IT) Specialist will encounter while performing the essential functions of this job.

• This job operates in a professional office environment.
• This position requires occasional outdoor work, with exposure to various weather conditions.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• The work environment noise level is usually loud.

Physical Demands

• Flexibility in working hours may be required for occasional system modifications, including evening and weekend work as needed.
• Must be able to remain in a stationary position 50% of the time.
• Constantly operates a computer, including keyboard, mouse and other components including power tools.
• Occasionally, there may be a need to ascend/descend ladder to inspect cables in ceilings; position self to inspect cables in floors and data closets.

Travel Requirements

• Occasional travel to remote office buildings or job sites as needed.

Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. It is ESI’s commitment to incorporate Equal Opportunity and diversity principles in all aspects of work.