Job Description

UASC is looking for an IT Support Specialist to deliver customer-focused support to our employees. This position provides day-to-day technical support and training for PC’s, networking infrastructure, server systems, networked copiers and printers, smartphones, VOIP handsets, and iOS tablets. This position recommends hardware and software solutions, including new acquisitions and upgrades. This position may participate in design and development of information technology and infrastructure projects.

Essential Duties and Responsibilities include the following, other duties may be assigned:

• Provides timely technical support for end-user requests via hands-on service, telephone, and email for users at local division location and remote offices.
• Resolves end-user requests by creating, tracking, escalating, documenting issues, and closing work requests in the work order tracking system.
• Escalates issues to internal IT staff or external vendor support as required.
• Configures, deploys, and supports desktop and laptop PCs, applications, and printers. Creates and manages system images.
• Performs diagnostics with users to collect information about problems and to determine the source of errors. Isolates performance and usability issues to determine the cause of hardware or software malfunctions.
• Coordinates preventative maintenance and vendor services as necessary.
• Participates in creation and maintenance of IT standards and procedures.
• Maintains accuracy of help desk database.
• Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
• Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
• Assists with server and network administration by responding to issues that may require application or database shutdown/startup, equipment reboot, or restarting of server services.
• Tests and deploys new software and procedures, installation, conversion, and upgrade activities.
• Provides end-user training assistance for standard hardware and software systems.
• Performs administration of user accounts, printers, and client devices on server domains.
• Resolves remote access issues, printing issues, and networks connectivity issues.