Job Description

As a Systems Support Specialist,youwill provide hardware support for allAGIlinesof businessComputers,Tablets, Phones,andprinters.

Primary duties include systems installation, configuration,andadministration; e-mail and user account management; patch management; hardware and application software installations and upgrades; problem troubleshooting,and general user assistance.Creating and maintaining internal documentation and sharing user insights to influence devicedesigns, standards,and rollouts

MAJOR RESPONSIBILITIES

Technical Services

• Taking ownership and accountability for the projects and efforts assigned to you

• Experience Managing Office 365 users

• Experience with Exchange Online (Office 365)

• Experience with imaging (Windows and/or OSX), package deployment,and systems managementthrough Microsoft Intune

• Company-wideprojects (system upgrades, security rollouts)

• Testing and qualifying new hardware

• Repair defective systems and printers.

• ManageTimeclock rollouts, Troubleshooting and configuration

• Maintains updatedremote access tools (i.e.Splashtop)on alldevices

• Work with PC vendors to create quotes and resolve warranty issues.

• Securely wipe and assist with surplus older equipment.

• Provide direct end-user support for Windows, Mac OS, and Linux operating systems in a heterogeneous networked environment, minimizing the number of issues that must be referred tolevel 3System Admins:

• Initial OS installation and physical deployment of workstations to users

• Monitor and resolve OS patch and antivirus issues

• Conduct network troubleshooting and IP management

• Application support, installation, and upgrades

• Support and troubleshoot printer issues

• Support departmental smartphones and tablets.

• Escalates unresolved issues that require more in-depth knowledge of Windows, Mac OS, and Linux administrators

• Unboxes and setups computing hardware

• Independently answer Help Desk calls, e-mails, walk-ins, and other methods of technical requests in a customer-friendly, expedient manner to maintain a positive end-user experience.

• Accurately record support incidents in the enterprise tracking system.

• Create, update, and maintain online support documentation.

• Maintain departmental inventory: continuously monitor and replenish the departmental stock of printers, computer components (cables, RAM, keyboards, mice, video cards, etc.); place purchases as needed.

Project Management

• Prepares, plans, and co-ordinates new technology implementation and existing technology upgrades for short and long-term projects.

• Conducts periodic reviews on on-going projects and rollouts.

• Provides direct Expert level technical support forclient hardware devices implementations.

Administration

• Prepares regular status reports and discusses ongoing issues

• Reviews and approves expense reportson time

• Travel as required with minimum notice.

Management

• Manage external resourcesas needed onall projectsensuring that tasks and projects are completed on time and within budget

Finance

• Participates in preparation of the annual departmental budget, approves expenditures and monitors progress throughout the year, reviews and revises as appropriate.

Experience

• Relevant industry certifications preferred (i.e.:Azure, Office365 Adminor similar designations)

• 3-5+ years of virtual experience

• Intune experience

• VDI experience

• Windows and Linux Server exposure

• Scripting experience for automation

• Experience working in support as a product specialist

• Experience owning and leading cross-functional projects that improve the user experience.

• Ability to turn countless support interactions into meaningful insights that can easily be interpretedinto future product designs

• An effective communicator who can flex their communication style to maximize comprehension and impact

• An analytical mindset. Someone with a strong desire and the capability to incorporate data into everything they do

• 5 to 8 Years of working experience asan ApplicationSystemsAnalyst

• Demonstrated ability to prioritize team activities considering overall business direction while setting realistic and achievable goals

• Demonstrated ability to manage multiple projects and timelines using a project management approach

• Excellent teamwork, cooperation and time management skills

• Demonstrated ability to seek out relevant information and think analytically

• Demonstrated ability to listen, understand and respond in an effective and timely manner.

• Seasoned, in-depth knowledge of technological concepts, ITIL best practices and procedures

• Knowledge of writing specifications, designs and standards for selection and implementation of technologies

• Ability to thrive in an ambiguous, fast paced and dynamic environment

• You are a self-starter who is passionate about the support experience, have an analytical mindset and can effectively communicate to all levels.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.