IT Support Specialist

Job Description:As aSystems 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 influencedevicedesigns, standards,and rollouts.MAJOR RESPONSIBILITIESTechnical ServicesTaking ownership and accountability for the projects and efforts assigned to youExperience Managing Office 365 usersExperience with Exchange Online (Office 365)Experience with imaging (Windows and/or OSX), package deployment,and systems managementthrough Microsoft IntuneCompany-wideprojects (system upgrades, security rollouts)Testing and qualifying new hardwareRepair defective systems and printers.ManageTimeclock rollouts, Troubleshooting and configurationMaintains updatedremote access tools (i.e.Splashtop)on alldevicesWork 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 usersMonitor and resolve OS patch and antivirus issuesConduct network troubleshooting and IP managementApplication support, installation, and upgradesSupport and troubleshoot printer issuesSupport departmental smartphones and tablets.Escalates unresolved issues that require more in-depth knowledge of Windows, Mac OS, and Linux administratorsUnboxes and setups computing hardwareIndependently 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 ManagementPrepares, 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.AdministrationPrepares regular status reports and discusses ongoing issuesReviews and approves expense reportson timeTravel as required with minimum notice.ManagementManage external resourcesas needed onall projectsensuring that tasks and projects are completed on time and within budgetFinanceParticipates in preparation of the annual departmental budget, approves expenditures and monitors progress throughout the year, reviews and revises as appropriate.ExperienceRelevant industry certifications preferred (i.e.:Azure, Office365 Adminor similar designations)3-5+ years of virtual experienceIntune experienceVDI experienceWindows and Linux Server exposureScripting experience for automationExperience working in support as a product specialistExperience 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 designsAn effective communicator who can flex their communication style to maximize comprehension and impactAn analytical mindset. Someone with a strong desire and the capability to incorporate data into everything they do5 to 8 Years of working experience asan ApplicationSystemsAnalystDemonstrated ability to prioritize team activities considering overall business direction while setting realistic and achievable goalsDemonstrated ability to manage multiple projects and timelines using a project management approachExcellent teamwork, cooperation and time management skillsDemonstrated ability to seek out relevant information and think analyticallyDemonstrated ability to listen, understand and respond in an effective and timely manner.Seasoned, in-depth knowledge of technological concepts, ITIL best practices and proceduresKnowledge of writing specifications, designs and standards for selection and implementation of technologiesAbility to thrive in an ambiguous, fast paced and dynamic environmentYou 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.