IT Support Specialist

Nivel; Jacksonville (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Nivel in Jacksonville, FL is seeking a Desktop Support Technician to provide 7x24x365 IT assistance for offices and the distribution center. You will handle routine to complex issues, develop procedures, assist with training, and participate in system upgrades.

Travel up to 20% to remote locations is required. You will troubleshoot endpoint problems, manage Windows images, support AD, Azure, and Office 365, and maintain user documentation.

Qualifications

• Associate’s or bachelor’s degree in IT preferred; may consider 6+ years of relevant experience in place of a degree.
• Experience with Windows 10/11 and Microsoft Office 365 suite.
• Willingness to rotate shifts and participate in on-call rotation.
• Travel up to 20%.

Responsibilities

• Resolve IT support requests with IT team and users.
• Troubleshoot, isolate, and diagnose common network/systems problems.
• Provide support functions for client-end systems in-house and remote; design, troubleshoot, and resolve issues.
• Define and implement processes within the support environment.
• Participate in and lead organization-wide software upgrades and system enhancements.
• Document and share Solutions and Procedures with the team.
• Build and maintain Windows images and support Windows 10/11 on desktops and laptops.
• Travel to remote locations as required (up to 20%).

Skills

Windows 10/11

Active Directory

Azure

Office 365

End user support

Troubleshooting

Problem solving

Customer service

Education

Associate or Bachelor's degree in IT

Tools

Microsoft Office 365

Azure

Active Directory

Job description

Description

About the job

Reporting to the Director of IT Services and based in Jacksonville, FL, this position will provide technical support in a 7x24x365 environment for our offices and distribution center users. Support will range from routine to complex, and the selected candidate will participate in projects requiring analysis and system administration. S/he will develop standard procedures, processes, and user materials, provide systems recommendations, complete software and hardware benchmarking, install software/updates, and assist users and peers with systems-related training.This position requires up to 35% to travel to our remote locations within the US.

Key Responsibilities

• Work closely with members of the Nivel IT team, Service Desk, and internal and external users to resolve all IT support requests.
• Troubleshoot, isolate, and diagnose common network/systems problems alone or as part of a team.
• Provide support functions for client-end systems in-house and remote, including design, development, troubleshooting, diagnosis, and problem resolution. Follow-through until problems are resolved.
• Define and implement processes within the support environment.
• Participate in and lead organization-wide software upgrades and systems enhancements.
• Identify and implement systems/software/process improvements.
• Work in a team environment with the ability to function with independent discretion during rotating shift work.
• Document and share with the team Solutions and Procedures.
• Complete assigned projects with minimal supervision.
• Build and maintain Windows 11 images and support Windows 10 on desktops and laptops.
• Support other IT teams on an as-needed basis.
• Perform all other related tasks based on the needs of the organization.

Skills and Experience

• Associate’s or bachelor’s degree in IT preferred; may consider 6+ years of relevant experience in place of a degree.
• Demonstrated experience with Windows Desktop Operating Systems (Windows 10 and 11).
• Ability to work in a fast-paced support environment that may require extended hours and rotational support.
• Participate on a 24x7 On-Call rotation.
• Proven technical experience troubleshooting or supporting various issues with End Points.
• Prior experience supporting Microsoft Office 365 Suite and Azure.
• Knowledge of MAC OSX and MAC hardware and support of these devices is desired.
• Experience deploying and managing End Points in a large facility, at remote locations, and for remote users is strongly desired.
• Strong technical proficiency in the following areas: Windows 10, Active Directory, Azure, Microsoft Office 365, Printers, Desktops, and Laptops.
• Quick learner with strong analytical, problem-solving skills and follow-up skills.
• Driven by customer service and satisfaction, all users and vendors are treated tactfully and courteously.
• Ability to deal with ambiguity and identify/communicate areas for improvement within the existing workstation environment.
• Travel required 20%.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.