System Support Specialist

This position is a System Support Specialist supporting internal customers. This role is part of a small team and is expected to work hands-on to solve problems and execute small projects as well as assisting others on the team, especially less experienced staff. The successful candidate would be a highly communicative, detail oriented, career minded individual, with the ability to multitask. Must be customer service oriented with a positive attitude, always willing to tackle any task and go the extra mile. This role includes troubleshooting hardware and software, assisting users with day-to-day software and computer functions, and setting up new systems.

Responsibilities

Serve as the first point of contact for customers seeking IT assistance; Resolve helpdesk tickets, escalating to others as needed; Setup and deploy end-user systems according to our checklist standards; Support and maintain laptops, workstations, and printers; Troubleshooting and assisting users with Microsoft Office and other end-user software tools; Document findings and solutions; Train computer users; Work on small projects as assigned; Manage inventories of laptops and peripherals; Support AV systems in conference rooms; Assist end users with phone system issues

Requirements

Excellent communication and customer service skills; Tech savvy with strong problem-solving skills; Ability to diagnose and resolve basic technical issues; Ability to follow detailed instructions; Time management skills; Teamwork; 2+ Years of hands-on experience in a help desk role using a ticketing system; Experience troubleshooting PC issues; Experience with Windows 10/11; Ability to troubleshoot Microsoft 365; Experience assisting end-users with IT challenges; Understanding of basic cyber security principles

Nice to have

Associates Degree or equivalent experience; CompTIA A+ Certification helpful but not required; Basic understanding of networking protocols and network troubleshooting techniques; Experience using a ticketing system and a knowledgebase

Benefits

Participation in the Employee Stock Ownership Program (ESOP); Retirement plan, including a Safe Harbor contribution; Medical / Dental / Vision Insurance; Employer paid Life Insurance and Long-Term Disability Insurance; Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave; Paid Parental Leave; Paid company holidays; Career Development Program; Retirement and Financial Wellness program; Employee Assistance Program (EAP)