IT Support Specialist

The IT Support Specialist will utilize best practices and methodologies to provide system support across the Microsoft Stack for both our internal teams and external clients, with a heavy focus on Microsoft 365 Cloud Services. Responsibilities include assisting in triaging inbound requests via a ticketing system and to provide desktop and system administrative support to both our internal teams and external clients.

Primary Responsibilities:

Interact with FMT’s service desk system and FMT’s clients to properly assign, prioritize, troubleshoot, resolve, and update tickets and knowledge base articles.
Provide end-user desktop support, including setup & resolving hardware issues, managing software updates, troubleshooting network/RDS connections, user security & password resets.
Administer employee on-boarding & off-boarding procedures for IT systems & hardware.
Administer & monitor FMT’s physical security, including security system & key fob access.
Provide technical support for FMT’s internal & conference meeting setup, monitoring & break-down.
Provide support of Microsoft technologies, focusing on Office 365 and Azure environments.
Provide support & error resolution for online application & tool connection issues.
Possess knowledge & understanding of stopping/restarting various automated services.
Assist clients with infrastructure solutions, including servers, switches, storage area networks, Hyper-V clusters, and firewalls.
Research, recommend and adhere to improvements in infrastructure and software installation standards; strive for optimal design and follow processes and procedures within the team.
Produce detailed documentation of processes and resolutions.
Provide technical training to client administrators and end-users.
Collaborate daily with teammates to provide excellent & quick support to our clients from an IT perspective.
Write knowledgebase articles, blogs, and other content to contribute to FMT’s marketing efforts.
Pass Microsoft certifications for Office 365 and Azure.
Ability to work both on site and remotely to support clients.
Other duties as assigned

Qualifications:

2+ years in help desk, systems administration, or technical IT support role.
Computer literacy required, including advanced Microsoft applications (i.e., Excel, Word, PPT, etc.)
Solid understanding of the following technologies: Office 365, Azure, Windows Microsoft Server and Desktop OS’s.
Understanding of other technologies including SQL, Hyper-V, VMware, VPNs, Remote Desktop Services, IIS, SharePoint, Citrix, server hardware, and IP networking.
Consulting experience preferred.
Experience in an end-user support environment preferred.

Knowledge Skills and Abilities:

Strong attention to detail and written/verbal communication skills
Ability to define, create, and complete a technical task without a great deal of guidance.
Ability to resolve support tickets efficiently, both remotely and by travelling on-site to a client.
Heightened sense of urgency and deadline driven
Proficiency or ability to quickly to gain proficiency with HRIS and/or ATS programs
Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self
Positive attitude, self-motivated and eager to succeed
Physical Requirements:

Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.

Required to sit, talk or hear; frequently required to use hands to finger, handle, or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
Manual dexterity suitable for use of utilizing a computer
Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting
Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation.
Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation
Light to moderate lifting
Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be comfortable working in an office environment to include moderate noise levels
The working area is primarily in an open office setting with reasonable lighting and controlled temperatures