System Support Specialist - Microsoft Windows

Summit Group Solutions, LLC; Redmond (WA); On-site; USD 46,000 - 66,000; Full time

Job summary

A leading company is seeking a System Support Specialist to provide technical assistance and support for computer and telephone systems. The role involves troubleshooting issues, managing user accounts, and ensuring seamless hardware and software deployments. Ideal candidates will have 2+ years of relevant experience and strong technical skills.

Benefits

Medical, Dental, Vision Insurance

Retirement program with 3% company match

Employee Assistance Program

Interactive employee reward & recognition program

Qualifications

• 2+ years of experience in helpdesk or computer repair.
• Knowledge of software/hardware configurations.
• Ability to communicate effectively.

Responsibilities

• Troubleshoots and resolves computer hardware/software problems.
• Manages user accounts and provides technical support.
• Designs and documents deployment strategies for software rollouts.

Skills

Troubleshooting

Technical Support

IP Networking

System Administration

Education

2+ years in helpdesk or computer repair

Valid Washington State driver's license

Tools

System Center Configuration Manager

Active Directory

Deep Freeze

Job description

System Support Specialist - Microsoft Windows

System Support Specialist - Microsoft Windows

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Director of Recruiting Operations | Global Talent Acquisition Leader | Data Driven Results | Servant Leadership

The Systems Support Specialist identifies, troubleshoots, diagnoses, and repairs hardware and software problems of the organization's computer and telephone systems. Incumbents in this classification independently provide support to internal and external users of the organization's data network, phone, and computer equipment and systems via telephone, remote control or on-site with the users. The Systems Support Specialist gathers and logs data for issues/requests, coordinates problem escalation within the department; maintains and repairs equipment; identifies and resolves systemic problems by developing and analyzing the Call Tracking tool and designs, implements, and documents deployment strategies for hardware and software rollouts. Systems Support Specialists provide technical assistance to users throughout the organization and supports Information Services in project administration and management.

Distinguishing Characteristics

Systems Support Specialists handle a variety of computer support issues and concerns, but will escalate network issues to a Network Engineer and/or Manager as required.

Essential Duties and Responsibilities

• Creates, implements, installs, and maintains hardware and software accounts for users, including new employees, terminations, contractors, etc.
• Administers automated workstation environment; assesses what needs to be installed, removed, and/or updated; ensures deployment is quick and seamless
• Manages and implements Windows, Security and Anti-virus and other program updates and patches; develops scripts for maintenance and updates
• Manages user accounts and administers services using a variety of applications such as System Center Configuration Manager, Active Directory, Deep Freeze and Unified Messaging to provide users with appropriate access to technology and services
• Provides phone, e-mail, remote control and desk-side technical support; answers/resolves questions and issues related to computer hardware and software, printers and other peripherals as well as problems with IP and mobile phones
• Provides technical advice and instruction to non-technical staff; troubleshoots, diagnoses and repairs hardware and software problems and network connectivity issues; cleans and performs minor repairs on computer hardware including monitors, keyboards, printers, peripherals and telephones
• Designs, develops and analyzes call tracking reports and uses call tracking system to log, update and report work orders
• Records, tracks and documents all pertinent end user information as well as a description of the problem; this tracking process includes all actions taken to achieve a successful resolution; monitors resolutions and provides appropriate reporting and status as necessary
• Prepares and configures new telephones including mobile phones as well as computers and peripherals for deployment; installs software on user computers
• Designs and documents deployment strategy for software rollouts
• Coordinates annual computer and peripheral replacement process; completes hardware and software maintenance as required; coordinates repairs with external vendors and monitors performance; tracks hardware and software inventory
• Manages asset management of the organization's desktop, laptop, tablets and printer assets including tagging, tracking, replacing and surplus
• Designs and develops end-user training and documentation; prepares manuals and authors training materials; provides training and instruction to employees on system features and policies
• Creates process documentation; updates documentation as needed
• Maintains, researches and recommends tools and utilities for Information Services including new hardware and software solutions
• Works with Infrastructure and Operations Team to identify system-wide issues and resolutions; provides project management to Information Services as needed
• Maintains strict confidentiality of restricted information

Knowledge of and Skills in:

• Current knowledge of IT principles and practices including technical support principles, processes, standards and best practices
• Knowledge of software and hardware configurations, including printers and other peripherals, mobile devices and communication-related software
• Knowledge of up-to-date operating systems and command/utilities at a user level
• Knowledge of desktop and server operating systems
• Solid understanding of IP networking, Virtual Private Networks (VPN) and wireless connectivity, including LAN, WAN and Wi-Fi

Ability to:

• Evaluate, prioritize and coordinate solutions to issues; recognize sense of urgency and respond appropriately
• Troubleshoot and resolve computer hardware and software problems
• Work alongside other technicians to diagnose and resolve system and/or end-user issues
• Communicate effectively orally, by phone, in person, and in writing
• Analyze technical problems and provide solutions
• Edit files, issue commands, find home directories, navigate through file systems
• Follow instructions
• Complete projects with minimal supervision
• Analyze, troubleshoot and problem-solve
• Operate essential office equipment necessary to perform the functions of the job
• Read interpret and apply technical information from resource manuals
• Self-motivated and directed with a keen attention to detail
• Effectively escalates problems to the appropriate, experienced technician or manager

Physical Demands

Incumbents are expected to have the manual dexterity to manipulate keyboards and other computer hardware. Incumbents must listen, speak, read and interpret information from written sources and on the computer. The incumbent may spend a significant amount of time retrieving information from the computer, requiring repetitive motions of the hand and wrist. The incumbent may be required to push, pull, lift and carry at least 50 pounds. Work is performed primarily in an office environment. Some travel is required among various City facilities as well as some outside travel.

Education and Experience

• 2+ years of experience in a helpdesk or computer repair environment plus two years of experience analyzing, procuring, testing or maintaining personal computers and hardware and software systems
• Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities

Licenses and Certificates

• Valid Washington State driver's license
• Specific certifications may be preferred or required in some assignments.

Compensation:

The compensation range for this position is $23.00 - $33.00/hr. (approx. $46,000- $66,000 annualized). Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and geographic location.

This is a 7-month contract with possible extension or FTE conversion.

Medical, Dental, Vision, Hearing, Employee Assistance Program, Life, AD&D and Long-term Disability Insurance, Retirement program with a 3% company match (no vesting limitation), interactive employee reward & recognition program, and equipment provision.

- EEO Employer

- E-Verify Employer

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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