STRIKE

IT Support Specialist

Spring, TX

full_time

About This Job

Job Summary

The Information Technology Support Specialist's role is to ensure proper computer resource availability so that end users can accomplish organizational tasks. This includes managing and actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts across several systems.

The successful candidate must be a self-starter with the ability to: manage multiple tasks simultaneously, own deliverables end-to-end, prioritize workload effectively, and thrive in a dynamic environment. This individual must also work well under pressure to meet ongoing and overlapping deadlines within abbreviated time constraints while maintaining a "customer service" attitude.

Primary Job Function

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Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

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Collaborate with a Managed Service Provider and act as an escalation point for the MSP support technicians, ensuring end users receive the best possible service levels.

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Respond to queries in person, via phone, chat, or email.

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Install, modify, and repair computer hardware and software.

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Create and manage new user accounts among several systems.

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Maintain timely and accurate help desk request records using the ticketing system.

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Run diagnostic programs to resolve problems.

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Install computer peripherals for users.

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Follow up with customers to ensure issue resolution.

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Maintain software licensing utilization and hardware inventory.

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Be an active learner, staying abreast of the latest IT trends and updates, continuously learning and improving technical skills.

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Collaborate with the team in technology rollouts/upgrades, ensuring a seamless transition.

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Assist in managing and maintaining hardware and software assets, including inventory, software licenses, and hardware configurations.

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Comply with security policies and procedures and assist in managing security incidents.

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Update, revise, and maintain IT Support-related documentation & Knowledge Base.

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Travel to other Strike facilities as required by the business, up to 20%.

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Perform other duties as assigned.

Experience:

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2+ years of experience in an IT support role.

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2 years of college/technical study in the field or equivalent education and experience combined. CompTIA A+ certification is preferred.

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Working knowledge of Windows Server Administration with Active Directory (Provisioning, Group Policies, OU, scripting, etc.) and remote systems management tools.

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Experience configuring and troubleshooting desktops, laptops, and other office peripherals.

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Working knowledge of Microsoft Windows 11.

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Experience with Intune and Microsoft 365 Administration.

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Experience configuring and troubleshooting smartphones (Android, iOS).

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Previous experience utilizing an ITSM system to record and track reported incidents.

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Demonstrated ability to deliver superior customer service is required.

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Scripting experience with PowerShell.

Competencies:

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Strong troubleshooting and analytical skills.

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Proven time management and follow-through skills with the ability to work on multiple tasks.

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Analyzes problems and makes sound decisions promptly.

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Utilizes multi-tasking and organizational skills with attention to detail and emphasis on quality.

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Displays superior written and oral communication skills and employs active listening skills.

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Displays tactful, mature, professional demeanor with well-developed interpersonal skills, including working with diverse personnel.

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The ability to communicate technical information to non-technical users.

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Can accurately work independently and with a team in an agile environment.

Physical Demands:

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Regularly required to sit, talk, and hear.

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Frequently required to reach with hands and arms to grasp.

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Regularly required to stand, walk, stoop, kneel, crouch, or crawl.

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Occasionally lift and/or move up to 40 pounds.

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This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Criteria:

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Ability to pass Strike’s driver eligibility (MVR) requirements.

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Complies with Strike's policies and procedures.

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Complies with Strike's Drug & Alcohol Policy, maintaining favorable drug testing results throughout employment.

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Performs job safely with respect to others, property, and individual safety.

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Works effectively with others to encourage teamwork and productivity.

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Authorized to work in the United States.

Strike is an Equal Opportunity Employer

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