Freedom Forever - Las Vegas, NV
posted 3 months ago
About the position
The IT Support Specialist will be responsible for providing support to staff on all Company supported applications. This includes troubleshooting computer problems and determining their source and advising on appropriate actions. The IT Support Specialist will also be responsible for completing support-related project-based work. This role is crucial in ensuring that all IT systems are functioning optimally and that staff can effectively utilize the technology available to them. In this position, the IT Support Specialist will provide Tier 1 Help Desk support, which involves responding to and resolving technical issues reported by users. They will be responsible for workspace changes in the Podio Database and maintaining an inventory system on Podio to keep track of all deployed and inactive equipment within the Company. The specialist will also provide troubleshooting support for both in-house and remote end-users, ensuring that all users have the necessary assistance to resolve their technical issues. Additionally, the IT Support Specialist will create Standard Operating Procedures (SOPs) to better educate end-users and ensure smoother implementation of any new systems. They will test all database fixes before they are implemented to ensure a smooth transition and maintain the ticketing system (Zendesk) to track and manage support requests. The role may also involve assisting with hardware moves and setups, as well as creating strategic plans to implement IT-forward infrastructure. Other duties may be assigned as needed, making this a dynamic and engaging position.
Responsibilities
- Provide Tier 1 Help Desk support
- Responsible for workspace changes in Podio Database
- Maintain inventory system on Podio to better keep track of all deployed and inactive equipment within the Company
- Provide troubleshooting for in-house and remote end-users
- Create SOPs to better educate end-users and ensure smoother implementation of any new systems
- Test all database fixes before they are implemented to ensure a smooth transition
- Ensure all departmental interconnections are effective and efficient
- Maintain ticketing system (Zendesk)
- Assist with hardware move/set-ups
- Create strategic plans to implement IT-forward infrastructure
- Perform other duties as assigned
Requirements
- Associate degree in related Field (Preferred)
- High School Graduate or GED
- 1-2 years of experience in an IT role preferred but not required
- Proven working experience in providing help desk support - at least three years of hands-on experience
- Experience within an IT support function in a fast-paced or high-volume environment
- Working knowledge of help desk software, user account management, and remote control
- Strong client-facing and communication skills including effective and professional phone and email skills
- Troubleshooting and multi-tasking skills
- Excellent organizational skills
- Strong work ethic, integrity, and personal accountability
- Outstanding interpersonal, verbal, and written communication
- Exceptional time management; proactive with a strong sense of urgency
- Able to exhibit a high level of confidentiality
- Must be able to identify and resolve problems in a timely manner
- Must be able to gather and analyze information skillfully
- Proficient in Excel, Word, and PowerPoint
- Excellent customer service skills
Benefits
- Health Insurance
- Vacation & Paid Time Off
- Sick Days
- 401K
- Employee assistance program
