IT Systems Specialist

Enercon Technologies; Gray (ME); On-site; USD 44,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401K retirement plan

PTO

Tuition reimbursement

Flexible medical and dependent care

Job summary

Enercon Technologies is seeking an IT Systems Specialist to provide triage, ticketing, tier I issue resolution, account management, and systems monitoring for Enercon employees. You will document knowledge base and procedures to improve self-help and support efficiency.

Responsibilities include remote software installation, basic Windows server administration (Active Directory and Exchange), device management, printer management, and coordinating technology needs with departments.

Qualifications

• 1-2 years of help desk, MSP or related experience.
• 2 years minimum experience in an IT support role.
• Strong documentation skills and ability to write procedures.

Responsibilities

• Provide triage, ticket assignment, and tier I issue resolution for IT incidents.
• Manage user accounts and perform remote software installation and configuration.
• Administer basic Windows server tasks including Active Directory and Exchange.
• Coordinate technology needs with departments and maintain asset tracking.

Skills

Team oriented

Documentation

Windows OS

Office 365

Printer management

Network basics

HD/AD/Exchange basics

Customer service

Scripting (a plus)

Hardware maintenance

Education

1-2 years help desk/MSP experience

2 years IT support experience

Tools

Dell/HP/Apple hardware

Job description

IT Systems Specialist

As the IT Systems Specialist for the organization, you will provide triage, ticket assignment, tier I issue resolution, account management, and systems monitoring; include providing accurate and efficient tier I support for workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting. Write and update “how-to”, knowledgebase, and procedure documentation.

In the role of IT Systems Specialist:

• You will provide outstanding customer service and a positive support experience by interfacing directly with ENERCON employees on issues, communicating in a clear, concise manner.
• You will accurately and efficiently answer help desk calls.
• You will collect appropriate information needed to triage, assign, and solve tier I tickets regarding software, hardware, and operational problems and appropriately know when to elevate to tier II support.
• You will provide remote software installation and configuration support.
• You will accurately perform account creation, management, and deletion per documented processes and procedures.
• You will accurately and timely perform remote connection administration per documented processes and procedures.
• You will manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures.
• You will perform workstation management and adherence to all security requirements.
• You will follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to elevate to level II support.
• You will be a liaison with departments to coordinate technology needs.
• You will troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through.
• You will perform basic Windows server administration, including Active Directory and Exchange.
• You will follow purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed.
• You will follow established processes and standards, identify, and propose improvements, as necessary.
• You will perform OS Imaging and deployment.
• You will perform Mobile device management.
• You will attend meetings as assigned and participate in educational activities to keep skills up to date.
• You will demonstrate professionalism at all times.
• You will display cooperative behavior and interacts positively and effectively with others to promote a team environment.
• You will perform other duties necessary to maintain the overall efficiency and continuity of the dept.
• You will be proactive in identifying, reporting, and participating in the resolution of any potential or safety issues.

The skills you need to succeed:

• You must have experience and ability to thrive in a team oriented, customer service environment.
• You must have excellent documentation skills, ability to write technical processes and procedures.
• You must have basic understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365.
• You must have knowledge of the interoperability of current Windows operating systems with 3rd party applications
• You must have knowledge of printer driver and queue creation, installation, management, and troubleshooting.
• You must understand principles of computer system operations, networking, Operating Systems, and peripherals.
• You must have demonstrated hardware maintenance and/or configuration experience.
• You must have knowledge of one or more scripting languages a plus.
• You must have desktop and laptop hardware knowledge Dell, HP & Apple.
• You must have excellent customer service skills.
• You must have highly effective communication and interpersonal skills.
• You must have the ability to maintain confidentiality.

Education and Experience of a successful candidate:

• 1 - 2 years of help desk, managed service provider or related experience.
• 2 years minimum experience in an IT support role.

Benefits:

• Health insurance (with low deductibles)
• Disability insurance
• Life insurance
• Dental insurance
• Vision insurance
• 401K retirement plan
• 401K match (after 1 year of service)
• Paid time off (PTO)
• Tuition reimbursement
• Flexible medical and dependent care spending account
• Fitness gym on site
• Health wellness program with cash incentives