IT Support Specialist III

Overview

Under the supervision of the Senior System Administrator/IT Support Supervisor, the IT Support Specialist III applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications, and design, document, develop, test, or modify computer systems based on user or business specifications. The IT Support Specialist III also serves as the lead for the setup, configuration and technical support for desktop computers (physical and virtual), applications, and related technology and ensures proper computer operations for the end user.

• Design, develop, analyze and create the virtual desktop infrastructure, including hardware and software components based on end user specifications.
• Apply system analysis techniques and procedures to monitor the performance of the VDI environment, identify potential issues and recommend solutions to resolve them.
• Identify, develop and implement policies and procedures to ensure the security and reliability of the VDI environment.
• Collaborate with cross-functional teams to understand their requirements and ensure that the VDI solutions meet their needs.
• Assist with managing onpremise and Azure (Active Directory) accounts and services
• Maintain IT asset management (inclusive of software licensing and certificate management).
• Deep hands on (support, build, life cycle transformation) understanding of Windows client operating systems
• Windows server knowledge (inclusive of DHCP, DNS, GPOs and administrative tasks).
• Create and maintain technical documentation, training materials and project plans.
• Stay up-to-date with new technologies and advancements in the VDI field.
• Provide and lead general desktop support to end users including questions, problem resolution, and service requests related to all supported hardware and software.
• Provide and lead first and second line support to the Funds’ users via telephone, email, and in-person.
• Determines and issues priority levels for helpdesk queues in IT Helpdesk ticketing system.
• Monitors system alert management system and responds to alerts for hardware and software issues.
• Provide excellent customer service, answer Help Desk phone in courteous and professional manner.
• Understand and evaluate end-users needs, develop creative technical solutions, and know when to escalate a problem.
• Document all requests, including the entire problem solving process.
• Learn the software and hardware used and supported by the Funds.
• Unpack, setup, connect and test new computers, printers and other peripherals in accordance with user specifications.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in accordance with user specifications.
• Disconnect, move, reconnect and test workstations and printers for move and change requests.
• Maintain and manage computer asset inventory, ensuring that all equipment is set up and maintained within required specifications and Funds standards.
• Troubleshoot LAN/WAN basic networking issues.
• Troubleshoot printers, scanners, and other peripherals issues.
• Responsible for setting up audio/visual equipment for presentations in accordance with user specifications.
• Respect, collaborate and work alongside other IT staff members, including upper management
• Facilitate repairs with vendors.
• Perform routine maintenance as needed.
• Perform other related duties as assigned.
• Provide support after hours, on weekends and through on-call rotation.

• A+ Certification required, Network+, ITIL Certification and Microsoft Professional Certification are pluses.
• 5-7 years of experience in VDI, IT Support Level 2 or above technical support, and systems analysis.
• Solid background in personal computer hardware repair and/or troubleshooting.
• Knowledgeable in computer hardware, operating systems, applications, and networks.
• Advanced experience with Group Policy Management, MDM, Windows, Windows Server, and Exchange.
• Familiar with MS Office, Teams, One Drive, SharePoint Online, and MS Azure.
• Familiar with programming languages and/or Power Shell are pluses.
• Prior experience of software deployment, management processes, and/or vendor…