IT Systems Specialist

ComTec Solutions; City of Rochester (NY); On-site; USD 42,000 - 80,000; Full time

Job summary

ComTec Solutions seeks an IT Systems Specialist responsible for providing technical support and troubleshooting deployed technologies. The role involves responding to customer inquiries, managing service requests, and ensuring high-quality support. Ideal candidates will have a background in IT and excellent communication skills.

Qualifications

• Strong understanding of server-based software issues and troubleshooting.
• Experience with Microsoft Windows environments.
• At least two years providing telephone/remote desktop support.

Responsibilities

• Respond to customer inquiries and provide technical support.
• Monitor ticket queues and escalate issues as necessary.
• Provide desktop, server, and network support.

Skills

Troubleshooting

Technical Support

Communication

Problem Solving

Multi-tasking

Education

Bachelor's Degree (preferred)

CompTIA A+ (preferred)

Network+ (preferred)

Microsoft Technology Associate (MTA) (preferred)

Tools

Microsoft Windows Server

Microsoft Active Directory

Microsoft Remote Desktop Services

Microsoft Office

HP and Dell equipment

Job description

1 week ago Be among the first 25 applicants

Billable Hours Goal: 80% of worked hours

Travel Required: Minimal as needed

Position Type: Full Time

Job Purpose:

The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.

Duties:

• Respond to customer inquiries in a courteous and professional manner
• Answer the most commonly asked questions for defined issues and problems
• Act as first line analyst for service request tickets following established protocols
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor ticket queues and provide service or escalation as necessary
• Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
• Set-up and configure new equipment and prepare for install
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as required

Supervision Exercised: None

Supervision Received: Reports to Manager, IT Services

Requirements:

Description:

IT Systems Specialist

Job Category: Information Technology

Department: IT Services Group

Billable Hours Goal: 80% of worked hours

Location: Rochester, NY

Travel Required: Minimal as needed

Position Type: Full Time

Job Purpose:

The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary.

Duties:

• Respond to customer inquiries in a courteous and professional manner
• Answer the most commonly asked questions for defined issues and problems
• Act as first line analyst for service request tickets following established protocols
• Create, document, and escalate issues and problems according to ticketing standards and SLAs
• Monitor ticket queues and provide service or escalation as necessary
• Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
• Set-up and configure new equipment and prepare for install
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as required

Supervision Exercised: None

Supervision Received: Reports to Manager, IT Services

Requirements:

Work Environment/Physical Demands:

• Use of computer and office equipment.
• Ability to remain calm in stressful situations
• Performs all administrative functions expected at this level.

Minimum Qualifications:

Technical Skills

• Strong understanding of available tools to assist in daily tasks
• Ability to troubleshoot server based software issues with:
• Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64)
• Microsoft Windows Active Directory Infrastructure
• Microsoft Terminal Server 2003/2008/2008 R2 (x32 and x64)
• Microsoft Remote Desktop Services
• Microsoft Azure
• Knowledge of workstation/server hardware and software troubleshooting abilities
• Very knowledgeable of various workstation peripherals such as printers, PDAs, scanners, etc.
• In depth knowledge of workstation hardware and software troubleshooting abilities
• Working knowledge of HP and Dell equipment; general understanding of storage solutions
• Extremely knowledgeable in troubleshooting and resolving workstation based software issues with:
• Microsoft Windows XP, Vista, 7, and 10 (x32 and x64)
• Microsoft Office 20XX
• Domain and workgroup environments
• Knowledge and understanding of AD, DNS, the Internet and mail flow is preferred

Soft Skills

• Strong written and verbal communication skills
• Pleasant and professional demeanor in all client and internal communications
• Ability to multi task
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Independent worker and able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
• Demonstrates empathy with users and professionalism at all times
• Work well with clients at all levels
• Operates with client satisfaction in mind
• Energy, enthusiasm and results-oriented

Education and Experience

• Bachelor's degree preferred
• CompTIA A+ and Network+ preferred
• Microsoft Technology Associate (MTA) preferred
• At least two years relevant experience in providing telephone/remote desktop support

Additional Requirements

• Ability to schedule for evening or weekend work occasionally
• Valid driver's license in your state of residence and reliable personal vehicle
  
  
  

Compensation details: 19.24-18.25 Hourly Wage

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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