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**Overview**: Responsible for providing hands-on, comprehensive technical support, and ensuring the smooth operation of IT infrastructure across multiple sites. This role involves setting up, maintaining, monitoring, and troubleshooting client computers, servers, peripherals, and communication systems. The specialist will work closely with internal end-users and clients, providing support through various channels, and collaborate with other IT teams in accordance with corporate direction, standards, policies, and practices.
**Responsibilities**:
- Track client service requests in the internal help ticket tracking system and follow up to ensure effective resolution and customer satisfaction. Technical support may involve providing on-site and/or remote support. Escalate more complex problems to the next appropriate tier technical support team (i.e. network, server, security etc..).
- Provide technical support for the acquisition, setup, troubleshooting, and decommissioning of desktop and portable workstations. This includes installing and configuring operating systems and software, as well as diagnosing and resolving hardware and software issues within defined guidelines.
- Support the installation, configuration, and troubleshooting of peripherals such as keyboards, mouse, headsets, printers, scanners (limited), and other external devices.
- Support user requirements for the installation, troubleshooting, and usage of wired and wireless Local Area Networks (LAN). Configure Virtual Local Area Networks (VLANs) on network switches to segment network traffic and to enhance security. This includes management within Main/Intermediate Distribution Frames (MDF/IDF) closets.
- Support business offices, engineering labs, manufacturing and distribution warehouses. This will require walking, climbing (stairs/ladders), and standing for long periods of time while surveying and supporting large facilities.
- Support the installation and maintenance of wireless access points, ensuring that they provide reliable and secure wireless connectivity for users.
- Provide support for facility devices such as badge reader systems, security gates, security cameras, elevators, and timekeeping systems. Ensure that these devices are functioning correctly and integrated into the overall IT infrastructure.
- Provide instructions and/or guides to end users of implemented IT technologies.
- Act as a team member for special assignments within the department, supporting IT systems initiatives and project implementations.
- Research new and upcoming technologies, identify and recommend improvements to existing processes, and conduct technical demonstrations if needed. Provide and share any technical learnings with peers.
- Contribute to the creation and reviews of Statements of Work (SOW) for various projects, defining project scope, deliverables, timelines, and responsibilities. Ensure processes are well-documented, sustainable, scalable, and continually assess processes for improvements.
- Create and manage the Bill of Materials (BOM) for various projects, listing all necessary components, materials, and equipment required.
- Coordinate with vendors to ensure timely delivery of materials, equipment, and services. Maintain effective communication with vendors to resolve any issues.
- Design and create rack elevations using Visio to visualize the placement of equipment within network racks, ensuring efficient use of space and proper cable management.
- Configure and manage Uninterruptible Power Supply (UPS) systems, including load balancing to distribute the electrical load evenly across multiple UPS units and protect against power outages.
- Support the installation and maintenance of Power Distribution Units (PDUs) to ensure redundancy and for reliable power distribution within the IT infrastructure.
- Assign and manage DHCP reservations using Microsoft systems and ensuring consistent network connectivity and preventing IP address conflicts. This includes mapping network multi-functional and label printers and are integrated into the network and accessible to users.
- Provide Data Center support upon request.
- Travel annually 10-20%. Potential for travel outside assigned region.
**Qualifications**:
- A Bachelor's degree in Computer Science, Information Technology, or a related field and/or equivalent experience.
- Relevant work experience in IT operations, including troubleshooting, diagnosing, and resolving issues, and maintaining network and server infrastructure.
Pay: $24,000.00 - $36,000.00 per month
Work Location: In person
