IT Support Specialist

Essential Duties:

• This is a mid-level IT support role that serve as an escalation resource of the helpdesk team.
• Work hours are 8:00 AM – 5:00 PM, local time; afterhours work as-needed to complete open tasks.
• Provide excellent customer service through effective communication and active engagement.
• Resolve IT requests within established Service Level Agreements (SLA).
• As needed, escalate IT issues to senior-level technicians, infrastructure team or IT management.
• Manage own help desk system queue to ensure timely response and resolution times.
• Assist other team members to help balance the IT workload.
• Develop and maintain a close working relationship with the IT team and end users.

Additional Responsibilities:

• Effective assignment and recovery of IT assets in the assigned region.
• Maintain accurate inventory of all hardware and software.
• Anticipate the unique needs of each office by engaging with its local representatives.
• Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
• Active contributor of technical solutions and documentation.
• Able to support a minimum of 3 offices with over 100 employees total.
• Assist efforts involving office buildouts, expansions or moves.
• Knowledge of infrastructure and cybersecurity fundamentals.
• Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
• Participate in after-hours work, and travel to various work sites, as needed.
• Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.