ITO Support Specialist
Description
The ITO Support Specialist is responsible for providing technical assistance to end-users regarding computer systems, software applications, hardware devices, and network infrastructure. Their primary role is to troubleshoot and resolve technical issues, ensuring the smooth operation of IT systems and equipment.
Responsibilities
- First/Second line IT support for company internal users and contractors.
- Installing, configuring and troubleshooting user laptops, workstations, printers, mobile devices and other office IT equipment
- Configuring, administering and updating Windows, MAC, Linux operating systems on user devices.
- Managing user device environment using user device management tools.
- Creating and managing user accounts in Okta, AD, Azure AD, o365 and other systems.
- Physical network related tasks (patching, device installation, ports assignment).
- Server and network equipment installation and maintenance, cable patching in off-site data centers and onsite server rooms.
- Keeping inventory of IT purchases and assets - creating/updating inventory records, assigning equipment to users, auditing inventory, performing decommissioning.
- Working closely with the facility and security teams to resolve security issues.
- Constant development and improvements of local IT infrastructure.
- Performing other duties, as asked by the manager, which are related to this position.
- Replacing colleagues or direct manager during their vacations, sick leaves and other absences. Replacement takes place during working time, and it is not considered as additional work.
- Installation and configuration as per solution designs and architecture and following system change requests for office and DC IT infrastructure and computer hardware.
- Accounts management.
- Providing IT assets management according to internal procedures.
- Providing service/system operations and regular/ad-hoc maintenance to ensure fulfilment of service availability and security requirements.
- Providing accurate service/system metrics data and reporting on service/system availability, capacity and security.
- Timely issues resolution, escalation to third party suppliers and problem analysis and resolution.
- Provisioning system updates and deployments according to respective internal procedures.
- User request fulfilment according to established SLAs
Requirements
- Bachelor's degree preferred but not required
- Highly proficient in spoken and written English.
- Excellent communication and customer service skills
- Basic knowledge of Windows and macOS
- Understanding of networking concepts (IP, DNS, ports, etc.)
- Eagerness to learn enterprise systems and tools
- IT certifications (e.g., CompTIA A+, ITIL Foundations) a plus
- Fundamental IT skills – hardware, OS, applications, networking, security.
- Minimum of 2 years’ experience in supporting user IT devices hardware and software.
- Experience using and managing workstations in heterogeneous environment, remote management services, filesharing, collaboration, e-mail and directory services.
- Fundamental knowledge of IT procedures and security principles.
- Enterprise employment experience preferred.
- Knowledge on managing IT assets inventory.
- Knowledge of server OS and networking devices configuration, installation and maintenance preferred.
- Experience in installation and maintenance of Data Center hardware (servers, networking) and rack infrastructure (racks, cabling).
- Knowledge on fundamentals of Data Center operations – racking, cooling, cabling, power.
Benefits
- Competitive Salary ($48k-$55k depending on experience)
- Paid Time Off
- Paid Holidays
- Medical, Dental & Vision Insurance Plans
- Company Paid Life and AD&D Insurance
- Nationwide Employee Discount Program
- Full Training & Growth Opportunities
- 401K Employer Match
