IT Support Specialist

About the position

We're looking for an IT Support Specialist to provide baseline technical support to our Teammates in our contact center. You will be responsible for level 1 support, basic systems administration for Microsoft Active Directory; DNS/DHCP systems; server and desktop operating systems; file and print management systems; messaging/collaboration systems; system and data backup/recovery. Works with other IT staff in the US and abroad. Will work with vendors to design, implement, operate and support assigned systems.

Responsibilities

• Provide level 1 technical support to the Contact Center.
• Duties will involve: password resets, desktop/laptop setup, patching, technical coordination of new hire/term process, etc.
• Monitor and manage system health of all assigned systems to include evaluating and reporting on their availability, performance and capacity.
• Lead or drive processes to identify operational and security problems with assigned systems and provide technical support to resolve them promptly.
• Participate in the design and implementation of enterprise-wide technical projects, ensuring delivered solutions meet identified requirements.
• Research, plan and coordinate upgrades and changes to existing systems and implementation of new systems and technology.
• Understand and comply with all departmental policies and procedures for incidents, requests, changes, problems and systems management.
• Train and develop peers and support staff in systems monitoring; routine administration; and troubleshooting for assigned systems; occasionally work extended hours and/or nights and weekends.
• Coordinate vendor support of assigned hardware/software/systems/services.

Requirements

• 2+ years of relevant work experience
• Active Directory 2012 R2 (required; will be responsible for day-to-day setting up accounts. We are looking to automate some of these processes so anyone who has been involved with automating is preferred. Enterprise environment experience also a plus.)
• Group Policy management (required)
• Google Apps experience