If you enjoy a fast-paced environment with IT duties ranging from easy fixes to high-level problem solving, this might be the role you’re looking for. At Baesman, the IT Support Specialist works on a small team of talented individuals who play critical roles and keep a wide variety of systems running. From simple desktop/laptop support all the way up to networking and server upgrades/migrations, very few days look alike.
Working under the supervision of the Sr. Director, Technology, the IT Support Specialist serves as the primary point of contact for all IT support activities. The Support Specialist performs fast, customer-focused service for end users and requires basic through advanced computer hardware and software knowledge across a variety of systems and devices in a mixed Windows/Mac/iOS/Android environment.
Maintain day-to-day support functions as one of the primary points of contact for IT requests and issues. Monitor and manage the help desk ticketing system and ensure tickets are received, acknowledged, escalated, and resolved in a timely manner.
Triage and prioritize support requests. Use basic through advanced (Level I, II, III) computer skills to remedy issues related to hardware, software, servers, networks and applications.
Maintain and administer MS Active Directory OU components like users, computers, security groups, distribution lists, departments, etc.
Maintain and help administer DHCP, Wi-Fi systems, domains and networking components such as switches and routers.
Support and administer Office 365 including adding users, groups, resources, etc. Administer Exchange online, SharePoint permissions and applications such as MS Teams, Office 2016 (Word, Excel, PowerPoint, Outlook), Skype for Business, and others.
Build and deploy new (or manage existing) computer hardware including desktop workstations and laptops using Windows 7, 8, 8.1, 10 and macOS. Setup peripherals like displays, printers, docks, etc.
Upgrade server OSes and perform basic maintenance and patching.
Manage, administer, deploy, and continually monitor endpoint security solutions like Forcepoint, Symantec, and others.
Install, configure, and continually upgrade/maintain enterprise software including FTP, VOIP, MIS, SAS, Business Objects, Kodak, web ordering software, physical security systems, etc.
Monitor, maintain and report on SAN and NAS enterprise file storage system usage.
Basic/entry-level management of VWware vSphere and Hyper-V including basic creation of virtuals, starting and stopping servers, taking snapshots, managing resource pools, etc.
Maintain corporate phone system including troubleshooting, handset setup and deployment, conferencing systems and user administration.
Prepare new and maintain existing IT support documentation.
Maintain departmental processes and policies, password databases, etc.
Occasional on-call responsibility for help desk/end-user support functions.
Serve as the primary vendor point of contact for IT-related purchasing and PO opening/closing.
Special projects as assigned.
Other duties as assigned.
Skill Levels, Abilities, Tasks:
Expert knowledge in help desk, end user support, problem/incident resolution methodologies, asset management/tracking, and computer builds.
Expert knowledge of Windows Server, Windows 7 through 10, macOS Sierra and later, Active Directory, DHCP, LAN/WAN, networking, Office 365, Office 2016, Exchange Online, printers, displays and more.
Fundamental knowledge of VMware and Hyper-V technologies.
Ability to setup and support handheld devices (including Mobile Device Management systems) from a variety of manufacturers.
Ability to meet deadlines consistently and work effectively under pressure. Excellent follow-up and person-to-person skills. Attention to detail with high work accuracy.
Comprehensive knowledge of security best practices and procedures.
Occasionally assist with team training and ongoing support.
The ability to manage outages and escalate severities with end-users, vendors, suppliers, as well as within the company.
Strong interpersonal, verbal and written communication skills and a strong desire for quickly learning new technologies.
Ability to consistently use team project and collaboration software tools.
Strong organizational skills, including the ability to continually prioritize work to meet changing work conditions and customer requirements.
Ability to work independently against project milestones to achieve objectives with minimal supervision.
Qualifications, Education and/or Experience:
Bachelor's degree (B. A.) from four-year college or university; or four to six years related experience and/or training; or equivalent combination of education and experience.
Certificates, Licenses, Registrations:
Microsoft Certified Professional (MCP) desired, but not required.
Apple Certified Support Professional (ACSP) desired, but not required.
We offer an excellent pay and benefits package including: Medical, dental, and vision insurance; short & long term disability; 401(k) with a generous company match; life insurance, profit sharing, paid time off, 8 paid holidays and much more! Baesman has been in business for over 65 years and is a PIA Best Workplace in America award winner. EOE