IT Support Specialist

Job Title

Main Office is located at 415 Norway Street, York PA

Responsibilities

• Level 1 support of desktops, phones, virtual machines, and servers
• Research, plan, install, configure, troubleshoot, maintain, and upgrade hardware and software interfaces with the operating system
• Monitor system performance, ensuring uptime and successful backups
• Manage IT Asset inventory
• Participate in an after-hours (24x7) support on-call rotation
• Individual, Team and Company Participation

Expectations

1. Helpdesk Support

• Level 1 support of desktops, phones, virtual machines, and servers
• Resolve Level 1 tickets pertaining to all IT solutions within appropriate time frame (no Level 1 ticket should be open longer than a week)
• Troubleshoot tickets and escalate to proper parties when outside Level 1 scope
• Respond to end users within 4 hours of ticket creation
• Add and remove new users on the network as needed

2. Systems Maintenance

• Manage windows updates and ensure servers and desktops are up to date
• Document (and keep current) system processes and procedures
• Add (setup) or remove mobile devices, desktops, and servers as needed
• Update, install, or replace aged or failing hardware

3. Performance Monitoring

• Make sure all endpoints are protected with antivirus
• Ensure successful back-ups of all servers
• Monitor network alerts for critical issues
• Remediate or escalate alarms related to infrastructure

4. Manage IT Asset inventory

• Inventory IT assets as they are procured
• Track / update inventory possession as employees come and go

5. Participate in an after-hours (24x7) support-on-call rotation

• Main point of contact one week per month
• Respond to emergency tickets and support calls within 4 hours of issue creation