IT Services Specialist

The IT Services Specialist participates in the implementation and installation of IT services to business customers throughout the Nsight markets. This position includes the configuration and maintenance of MS Windows servers, MS Windows workstations, WAN/LAN environments, Wi-Fi access points, anti-virus, business continuity systems, email filtering, web filter et. al.  The specialist will also participate in structured cabling projects, which involves documenting and maintaining computer systems and networks for multiple customers.  The position also involves recommending (selling) solutions that increase security or improve productivity for the customer.

Responsibilities & Duties:

• Customer Service
• Understands customer priorities and objectives and takes an active role in accomplishing these objectives. Serves as the first level and primary contact for the customer.
• Responds positively to complaints, problems, and sometimes negative and emotional behavior.
• Sales
• Understands customer priorities and objectives and takes an active role in accomplishing these objectives.
• Recommends solutions for the customers: laptops, desktops, access points, backup solutions, etc.
• Communication

• Keeps peers, customers, and manager informed of trends, significant problems, unexpected delays and anything new in the environment.  Also communicates scheduled downtime or anything that affects the customer’s computing environment.
• Keeps customers informed of progress on problems that cannot be resolved on first call.
• Leverages Lead Agent (Salesforce.com) to track all billable and unbillable work.
• Documents customer network in IT Glue.
• Problem Analysis, Resolution, and Prevention
• Leads problem-solving efforts often involving outside vendors and other support personnel and organizations.  Serves as an escalation resource.
• Supports approved software applications; minimally, Microsoft Office, Windows operating systems, standard desktop/laptop computers, remote access, hardware diagnostics. Strives to identify and address the root cause of a problem, not simply address the symptoms. Works to eliminate recurring problems.
• Promotes effective use of technology.
• Project Execution
• Completes assigned tasks on time and within budget, has the foresight and experience to rectify unrealistic deadlines and tasks.
• Training and Other
• Keeps current on all the technology used in the customer’s environment.
• Provides appropriate training and education to customers regarding the services and products we have provided to them.
• Performs additional related duties as requested or required.
• Other duties as assigned.

Requirements:

• Associates degree or work equivalent
• One year of experience installing and maintaining  network systems, including firewalls/routers, switches, and access points. 
• One year of experience with MS Windows server operating and application systems.
• One year of experience with MS Windows workstation operating and application systems including Microsoft offices suite and MS Office O365 cloud environment.
• One year of experience applying anti-virus, web filtering, email filtering and business continuity systems.
• One year experience doing structured cabling.
• Valid driver’s License required.