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1 week ago Be among the first 25 applicants Billable Hours Goal: 80% of worked hours Travel Required: Minimal as needed Position Type: Full Time Job Purpose: The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary. Duties : Respond to customer inquiries in a courteous and professional manner Answer the most commonly asked questions for defined issues and problems Act as first line analyst for service request tickets following established protocols Create, document, and escalate issues and problems according to ticketing standards and SLAs Monitor ticket queues and provide service or escalation as necessary Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support) Set-up and configure new equipment and prepare for install Accurately enter and maintain case information including notes and resolution Adhere to departmental policies for reporting and managing requests and change control Participate in emergency on call rotation schedule Internal IT Support as needed Identify sales opportunities and pass the information to correct team members Submit timesheets accurately and timely Other duties as required Supervision Exercised: None Supervision Received: Reports to Manager, IT Services Requirements: Description:

IT Systems Specialist Job Category: Information Technology Department: IT Services Group Billable Hours Goal: 80% of worked hours Location: Rochester, NY Travel Required: Minimal as needed Position Type: Full Time Job Purpose: The IT Systems Specialist provides a first point of contact for customers requiring support on deployed technologies (e.g.: applications, systems, servers, desktops, and peripherals). The IT Systems Specialist is the first line of technical support for all inbound customer calls and tickets, providing remote assistance or escalating the issue as necessary. Duties : Respond to customer inquiries in a courteous and professional manner Answer the most commonly asked questions for defined issues and problems Act as first line analyst for service request tickets following established protocols Create, document, and escalate issues and problems according to ticketing standards and SLAs Monitor ticket queues and provide service or escalation as necessary Provide desktop, server and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support) Set-up and configure new equipment and prepare for install Accurately enter and maintain case information including notes and resolution Adhere to departmental policies for reporting and managing requests and change control Participate in emergency on call rotation schedule Internal IT Support as needed Identify sales opportunities and pass the information to correct team members Submit timesheets accurately and timely Other duties as required Supervision Exercised: None Supervision Received: Reports to Manager, IT Services Requirements:

Work Environment/Physical Demands: Use of computer and office equipment. Ability to remain calm in stressful situations Performs all administrative functions expected at this level. Minimum Qualifications: Technical Skills Strong understanding of available tools to assist in daily tasks Ability to troubleshoot server based software issues with: Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64) Microsoft Windows Active Directory Infrastructure Microsoft Terminal Server 2003/2008/2008 R2 (x32 and x64) Microsoft Remote Desktop Services Microsoft Azure Knowledge of workstation/server hardware and software troubleshooting abilities Very knowledgeable of various workstation peripherals such as printers, PDAs, scanners, etc. In depth knowledge of workstation hardware and software troubleshooting abilities Working knowledge of HP and Dell equipment; general understanding of storage solutions Extremely knowledgeable in troubleshooting and resolving workstation based software issues with: Microsoft Windows XP, Vista, 7, and 10 (x32 and x64) Microsoft Office 20XX Domain and workgroup environments Knowledge and understanding of AD, DNS, the Internet and mail flow is preferred Soft Skills Strong written and verbal communication skills Pleasant and professional demeanor in all client and internal communications Ability to multi task Intellectually resourceful with sound judgment and effective decision-making abilities Independent worker and able to work effectively on daily tasks without direct supervision Strong organization skills and ability to operate efficiently throughout daily tasks In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate Demonstrates empathy with users and professionalism at all times Work well with clients at all levels Operates with client satisfaction in mind Energy, enthusiasm and results-oriented Education and Experience Bachelor's degree preferred CompTIA A+ and Network+ preferred Microsoft Technology Associate (MTA) preferred At least two years relevant experience in providing telephone/remote desktop support Additional Requirements Ability to schedule for evening or weekend work occasionally Valid driver's license in your state of residence and reliable personal vehicle

Compensation details:

19.24-18.25 Hourly Wage

Seniority level

Seniority level Entry level Employment type

Employment type Full-time Job function

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