IT Specialist - GTSC

The IT Specialist will be able to work independently and function effectively as part of a team and interact with people from junior to senior-most levels. This individual should have experience meeting deadlines, and prioritizing helpdesk related items across medium to large organizations. Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times, have excellent verbal and written communication skills, voice etiquette, and data entry.

Core Functions:

1. Provide help desk / technical support to on-site and remote users.
2. Respond to users in a professional and friendly manner, ensuring responses given are accurate and documented.
3. Apply troubleshooting techniques to identify issues, investigate root cause and recommend solutions.
4. Document and prioritize IT requests, record actions, and follow up on deferred actions.
5. Create, manage and maintain secure user identities within Azure AD.
6. Deploy, manage and maintain Windows and macOS endpoints utilizing Microsoft Intune.
7. Maintain accurate inventory of corporate and government issued equipment.
8. Ship and receive equipment from remote users as required.
9. Other duties as required.

Skills & Experience:

1. Knowledge of Microsoft 365 (Outlook, Word, PowerPoint, Excel), user management and mobile devices is required.
2. Sound knowledge of hardware/software, operating systems, and networking related technologies is required.
3. Operation of telecommunications and ticketing systems.

Qualifications and Physical Requirements:

1. Education: Associate degree or higher in IT or related field. 4+ years of relevant IT experience (may be considered in lieu of degree)
2. Work Experience: 2+ years of experience in a Help Desk / IT Support role is preferred.
3. Tier 1 Helpdesk Specialist:
   1. Ability to move around the office to support hardware installation and troubleshooting.
   2. Ability to handle and operate small tools and components for hardware repairs and installations.
   3. Ability to lift and carry up to 50 pounds, such as servers, desktops, and other hardware.
   4. Good vision required for reading detailed technical manuals and working on small components.

Additional Requirements:

1. U.S. citizen