Job Title: IT Support Specialist
Location: Verona, VA
Summary: Responsible for administration and support of client / desktop systems, applications and local infrastructure. Provides direct technical support for all requirements in the planning, design, coordination, and implementation of releases, upgrades, or changes to client / desktop systems, applications and local infrastructure.
Primary Responsibilities:
- Provides first and second line analysis and response to incident and service request tickets submitted by internal business users.
- Supports and administers client /desktop systems, applications and local infrastructure components or assists in the support and administration of more complex client /desktop systems, applications and local infrastructure components.
- Assists in taking system inventories and building documentation for client / desktop systems, applications and local infrastructure.
- Is responsible for creating and maintaining system images for client/desktop systems.
- Handles hardware and software orders generated from client requests or regularly scheduled ordering cycles.
- Responsible for routine tasks of Infrastructure server backup and off-site backup coordination
- May participate in on-call duties on a weekly rotational basis.
Scope:
Uses professional concepts and company policies and procedures to solve a variety of problems. Full use and application of standard principles, theories, concepts, and techniques. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
Success Factors:
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- Communication
- Customer focus
- Learning Agility
- Listening
- Perseverance
- Time Management
- Functional/ Technical Skills
- Problem Solving
- Action Oriented
- Communication
Internal and External Contacts:
Primary intra-organizational with occasional inter-organizational and external customer contacts on routine matters.
Education:
Bachelor’s degree, applicable certification or equivalent experience required.
Related Experience:
2+ years in IT support positions.
Technical knowledge with MS Windows client / desktop systems, applications and infrastructure components.
Familiar with most basic desktop system administration tools and processes.
Familiarity with client / desktop systems, applications or infrastructures.
Previous experience in customer support, computer operations, and system administration.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.