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 10 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

• Associate’s or bachelor’s 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%.