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IT Support Specialist

Company: The Lauridsen Group, Inc.
Location: Ankeny
Posted on: June 11, 2019

Job Description:

The IT Support Specialist's role is to support and maintain in-house desktop & laptop computer systems and peripherals including mobile devices. This includes deploying, installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal systems performance. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.-- -- JOB DUTIES: Strategy & Planning Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC & Network performance. Support development and implementation of new computer projects and new hardware installations. Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans. Operational Management Receive and respond to incoming helpdesk calls, tickets, texts, and/or e-mails regarding PC, mobile devices, multi-function printers, software and/or hardware problems. Work with end users to identify and deliver required PC and Virtual Desktop service levels. Responsible for mobile device management, inventory, end user training and support. Liaise with, and provide training and support to employees on correct computer operations and other issues. Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products. Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user VMWare workstation software and networking software products. Perform end user onboard/offboard process in various IT controlled systems that manage user access to company hardware and software platforms. Troubleshoot, support, and resolve end user issues with conference room display and audio/video equipment. Perform on-site analysis, diagnosis, and resolution of complex hardware and software problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed. Develop and maintain an inventory of all peripheral equipment. Construct, install, and test customized configurations based on various platforms and operating systems. This includes computer imaging and Virtual Desktop image updating. Provide support and assistance with O365/Outlook email system. Provide support and assistance with Cisco VOIP telephone system. Manage some third-party support and PC equipment vendors, ex. Verizon, AT&T--- JOB REQUIREMENTS: Effective interpersonal skills and relationship-building skills. Strong written and oral communication skills. Ability to present ideas in a user-friendly language. Understanding of the organization's goals and objectives. Self-motivated and directed. Keen attention to detail. Analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Ability to work in a team-oriented, collaborative environment. Strong customer-service orientation required. Excellent technical knowledge of Microsoft Windows (7 & 10) operating systems required. Knowledge of Smart device operating systems - Apple iOS Knowledge of Microsoft Office 2010, 2013 & 2016, and 2019 required. Knowledge of Microsoft Active Directory user management required. Experience with Office 365 user administration preferred but not required. Experience with SQL server preferred but not required. Experience with Cisco switches preferred but not required. Experience with IP Telephony preferred but not required. Hands-on hardware troubleshooting experience. Basic technical knowledge of current network protocols, operating systems, and IT standards, including virus software, DHCP, DNS, IP, network traffic routing, WAN, LAN, VLAN and internet connectivity. Some knowledge of remote access and VPNs preferred. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides. Ability to conduct research into PC/Mobile Smart device issues and products as required. Ability to accommodate occasional travel to company owned facilities around the United States. JOB QUALIFICATIONS:Education:High School Diploma or G.E.D. required.Associate's or Bachelor degree in the field of computer science and/or 2 years equivalent work experience.Certifications in computer related field helpful, but not required.Experience:Minimum of 2 years' experience in Information Technology, Computer Science or related field.

Keywords: The Lauridsen Group, Inc., Ankeny , IT Support Specialist, Other , Ankeny, Iowa

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