Reports To:
Enterprise System Administrator / CIO
FLSA STATUS:
Non-Exempt
AGE REQUIREMENT:
18+
JOB SUMMARY:
The IT Enterprise Support Specialist I provides first-level technical support to end users across the organization. This role focuses on troubleshooting hardware, software, and network issues, supporting enterprise applications, and ensuring excellent customer service. The Specialist I works under supervision and escalates more complex issues to higher-level staff.
ESSENTIAL DUTIES & RESPONSIBILITIES:
include the following. Other duties may be changed, added to or deleted at the sole discretion of management:
Technical Support & Helpdesk
• Respond to helpdesk tickets, calls, and emails in a timely, customer-focused manner.
• Troubleshoot and resolve issues with desktops, laptops, mobile devices, printers, POS terminals, credit card machines, and peripherals.
• Provide Tier I support for enterprise applications (Office 365, POS, HR/payroll systems, email).
• Assist with account provisioning, password resets, and user access requests.
• Escalate unresolved issues to Specialist II, Enterprise System Administrators, or IT management as needed.
Installation & Configuration
• Install, configure, and upgrade operating systems, software, and standard business applications.
• Assemble, configure, and maintain computers, POS terminals, surveillance systems, and related hardware.
• Pull and rewire network cabling for new installations and office reconfigurations.
• Perform routine system checks and software installations as directed.
Training & Documentation
• Assist staff with basic instruction on software and standard business applications (word processing, spreadsheets, database tools).
• Accurately document issues, resolutions, and ticket status in the helpdesk system.
• Contribute to IT knowledge base and written support documentation.
Professional Standards
• Maintain confidentiality, integrity, and effective communication in all interactions.
• Support organizational events and IT-related activities as required.
• Perform additional duties as assigned by the Enterprise System Administrator or CIO.
In order to successfully complete the introductory period, you must demonstrate the following knowledge and skills:
• Configure computer software and hardware such as central processing units, servers, monitors, cables, network systems, printers and modems.
• Current technology related to applications, networks and telecommunications and the equipment and software required to maximize system support;
• Procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals;
• Principles, practices, hardware and software related to the establishment and maintenance of LAN’s and MAN’s.
• Assists Tracking and maintaining all IT inventory.
• Assists with routine maintenance of all enterprise hardware.
• Be able to use techniques for explaining technical concepts and procedures to non-technical users.
• Installing, configuring and upgrading operating systems and software, using primarily standard financial, business and administrative application practices;
• Installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers and related hardware;
• Monitoring the corporate LAN’s and MAN’s;
• Instructing users on new or upgraded computer applications and hardware;
• Using initiative and independent judgment within established guidelines and procedures;
• Organizing own work, setting priorities and meeting critical time deadlines; and
• Communicating effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information.
Attendance/Punctuality – Is consistently at work and on time.
Communication – Must have exceptional people skills. Able to communicate effectively with any customer and employees at all levels.
Customer Service - Manages difficult or emotional customer situations.
Ethics – Treat people with respect; inspire the trust of others; work with integrity and ethically; uphold organizational values.
Interpersonal Skills - Maintains high level of confidentiality.
Motivation - Must be self-motivating and able to motivate employees at all levels to achieve the company’s long and short-term goals.
Oral Communication-Listen and get clarification; Respond well to questions.
Organizational Support - Follows policies and procedures.
Problem Solving - Identifies and resolves problems in a timely manner.
Professionalism - Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness.
Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
Teamwork – Contribute to building a positive team spirit; Support everyone’s effort to succeed.
Technical Skills -Shares expertise with others.
Written Communication - Writes clearly and informatively.
SUPERVISORY RESPONSIBILITIES:
This job requires no supervisory responsibilities.
EDUCATION & EXPERIENCE:
High school diploma or general education degree (GED); and one (1) to three (3) years related experience and/or training; or equivalent combination of education and experience. Preferred;
• 1+ year of experience in IT support/helpdesk role preferred or equivalent Certifications (A+, N+ or CCNA)
• Familiarity with Microsoft Windows, Office 365, and common business applications.
• Basic understanding of networking concepts (IP, DNS, DHCP, VPN).
• Strong communication, customer service, and problem-solving skills
LANGUAGE SKILLS:
Ability to read and interpret documents such as procurement, governmental and internal policies and procedures. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, vendors, or employees of the organization.
MATH SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Visually analyze various capacities of proportions, distances, and frequencies.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to quickly evaluate alternatives and suggest a plan of action as necessary.
COMPUTER SKILLS:
To perform this job successfully, an individual should have extensive working knowledge of Microsoft Office Suite, internet, and Microsoft Outlook e-mail. Must type a minimum of 35 words per minute.
To perform this job successfully, an individual must be proficient in the following systems:
• Support Windows network.
• Support Firewalls.
• Support (Exchange) Mail Server.
• Support and maintain gaming software.
• Support and maintain accounting software.
• Support and maintain surveillance software.
• Support and maintain point of sale software.
• Support and maintain Laserfiche.
• Support and maintain Avaya Definity Prologix with Intuity Audix Voicemail system.
• Wired and wireless network maintenance and troubleshooting.
• Troubleshoot and repair Microsoft Windows based and proprietary systems.
• Install and maintain network wiring to industry standard.
• Provide end user training.
• Proficient understanding of IOS, Android and Windows phone operating systems.
• Establish and maintain technology procedures.
• Administer Active Directory OUs (users, groups, security, distributions, computers etc.)
• Administer remote support sessions via phone or VPN.
CERTIFICATES, LICENSES, & REGISTRATIONS:
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms; sit and stoop, kneel, crouch, or crawl: walking on uneven surfaces; use of power and hand tools; constant bending; frequent climbing; hear oral instructions; speak to other workers; access authorized areas such as attics, equipment in high locations, roadway signs, crawl spaces, and construction zones. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds within safety procedures. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Must be able to see and hear or use prosthetics that will enable these senses to function adequately to ensure that the requirements of this position can be fully met.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate to loud; frequent exposure to cleaning chemicals; risk of electrical shock; and exposure to airborne particles.
Must be able to work under stressful situations. Drug and Alcohol-free workplace.
Must be able to work in a smoke-filled environment.