IT Support Specialist (Windows)

$62,400 - $66,560/Yr

Expedite Technology Solutions - Albuquerque, NM

Full-time - Mid Level

Albuquerque, NM

Professional, Scientific, and Technical Services

About the position

The IT Support Specialist (Windows) role at Expedite Technology Solutions is a contract position based in Albuquerque, NM, designed for an experienced professional to manage the IT Service Desk queue and ensure the efficient delivery of IT services. The successful candidate will work closely with the IT Support Team Lead and will be responsible for providing high-quality IT support to staff through various communication channels, including on-site desktop support, phone, instant messaging, and email. This position requires a strong focus on effective communication and world-class support, as the specialist will be tasked with providing instruction, guidance, and technical support to different teams to enhance the delivery and support of IT systems. In this role, the IT Support Specialist will be responsible for tracking and updating support desk incidents, requests, problems, and changes, as well as documenting all relevant information. The specialist will also assist in onboarding new staff, helping to improve the onboarding process and experience. Additionally, the role involves problem research and documentation to provide workarounds and fixes, ensuring timely delivery of production and services through the provision and support of IT systems. The specialist will participate in continuous improvement processes aimed at enhancing service quality, IT systems, and operational processes, and will assist in the development of new systems and networks to meet evolving business needs.

Responsibilities

• Manage the IT Service Desk queue and carry out day-to-day Service Desk functions.
• Provide quality IT support and service by interacting positively with staff, answering inquiries, and effectively handling complaints.
• Track and update support desk Incident, Request, Problem, and Change tickets, along with other documentation.
• Provide assistance, training, and guidance to new starters.
• Help identify ways to improve the onboarding process and experience.
• Conduct problem research and documentation to provide workarounds and fixes.
• Enable on-time delivery of production and services through the provision and support of IT systems and services.
• Report on any new business requirements.
• Participate in the Continuous Improvement Process to enhance service, IT systems, and processes.
• Assist in the development of new systems and networks.

Requirements

• High school diploma or GED.
• 5+ years of experience in an IT support or service role.
• Basic understanding and experience in following a framework for service delivery such as ITIL.
• 5+ years supporting users of Windows desktop operating systems, Outlook/Active Directory, and peripherals including monitors and printers.
• Familiarity with virtualization technologies and public/private cloud environments.
• Experience with Active Directory and Group Policy.
• Knowledge of modern web-based applications including hosting, troubleshooting, and security.
• Familiarity with security frameworks and networking technology such as IPSEC, SSL VPNs, firewalls, and switches.
• Experience working in a Hybrid Cloud environment such as Azure, AWS, or O365.

Nice-to-haves

• Linux desktop and Linux server (Ubuntu/Debian) support experience.
• Strong organizational skills with the ability to delegate tasks and set clear goals and deadlines.
• Experience in high-tech fast-paced industries such as semiconductor or aerospace, supporting hardware/software engineers, labs, and manufacturing.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills, with the ability to see the big picture and make appropriate decisions.
• Outstanding attention to detail and ability to communicate complex technical concepts to a general audience.
• Exceptional multitasking abilities and excellent time management skills, with the capacity to work under pressure.

Benefits

• Contract position with competitive pay of $30.00 - $32.00 per hour.
• Expected hours of 40 per week with a standard 8-hour shift from Monday to Friday.