IT Support Specialist

About the job

Reporting to the Director of IT Services and based in Jacksonville, FL, this position will provide technical support in a 7x24x365 environment for our offices and distribution center users. Support will range from routine to complex, and the selected candidate will participate in projects requiring analysis and system administration. S/he will develop standard procedures, processes, and user materials, provide systems recommendations, complete software and hardware benchmarking, install software/updates, and assist users and peers with systems-related training. This position requires up to 35% to travel to our remote locations within the US.

Key Responsibilities

- Work closely with members of the Nivel IT team, Service Desk, and internal and external users to resolve all IT support requests.

- Troubleshoot, isolate, and diagnose common network/systems problems alone or as part of a team.

- Provide support functions for client-end systems in-house and remote, including design, development, troubleshooting, diagnosis, and problem resolution. Follow-through until problems are resolved.

- Define and implement processes within the support environment.

- Participate in and lead organization-wide software upgrades and systems enhancements.

- Identify and implement systems/software/process improvements.

- Work in a team environment with the ability to function with independent discretion during rotating shift work.

- Document and share with the team Solutions and Procedures.

- Complete assigned projects with minimal supervision.

- Build and maintain Windows 11 images and support Windows 10 on desktops and laptops.

- Support other IT teams on an as-needed basis.

- Perform all other related tasks based on the needs of the organization.

Skills and Experience

- Associates or bachelors degree in IT preferred; may consider 6+ years of relevant experience in place of a degree.

- Demonstrated experience with Windows Desktop Operating Systems (Windows 10 and 11).

- Ability to work in a fast-paced support environment that may require extended hours and rotational support.

- Participate on a 24x7 On-Call rotation.

- Proven technical experience troubleshooting or supporting various issues with End Points.

- Prior experience supporting Microsoft Office 365 Suite and Azure.

- Knowledge of MAC OSX and MAC hardware and support of these devices is desired.

- Experience deploying and managing End Points in a large facility, at remote locations, and for remote users is strongly desired.

- Strong technical proficiency in the following areas: Windows 10, Active Directory, Azure, Microsoft Office 365, Printers, Desktops, and Laptops.

- Quick learner with strong analytical, problem-solving skills and follow-up skills.

- Strong verbal and written skills.

- Driven by customer service and satisfaction, all users and vendors are treated tactfully and courteously.

- Ability to deal with ambiguity and identify/communicate areas for improvement within the existing workstation environment.

- Travel required 20%.