Summary

This position is distinguished from other System Specialist positions due to increased responsibility and autonomy of duties performed, including heavy project/initiative participation. This more experienced position will address escalations from a Systems Specialist II, Systems Specialist I, or Systems Specialist Intern by providing greater technical expertise on desktop computers, enterprise applications, operating systems, misc. hardware, peripherals, and software. A Systems Specialist III will be required to assist on some network applications and on non-enterprise applications issues. In this capacity, these positions will provide technical knowledge and support on desktop computers, enterprise applications, operating systems, misc. hardware, peripherals, and software. A Systems Specialist III will also provide support for telecommunications, network, and audio video issues.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead implementation of IT Support project and initiatives utilizing IT Project Management Methodology

• Acts as IT Support Subject Matter Expert (SME) for all other IT projects and initiatives
• Point of contact for new IT Support acquisitions
• Assist Business/Systems Analysts with IT liaison duties
• Works closely with IT Support Supervisors to maintain overall IT Support quality control standards
• Third point of escalation for IT Support on all break/fix issues.
• Keeps abreast of all department communications (i.e. email, system logs, IT request system, voice mail, and wireless telephones) regularly and efficiently in order to perform one’s duties.
• Ensures the privacy and confidentiality of all personnel matters inclusive of the performance of any computer work and/or special projects.
• Performs all responsibilities of the Systems Specialist II and Systems Specialist I as necessary.
• Collects, develops, and analyzes data to resolve problems and to assist in planning.
• Controls changes in system environments to ensure stable and reliable delivery of computer resources.
• Proactively receives escalations from System Specialists to facilitate the resolution of technical problems.
• Ensures integrity and consistency of desktop installations in collaboration with IT Support management, Network Manager, Network Administrators, Business Systems Analysts, and System   Administrators.
• Assists with the repair, maintenance and operation of all company-owned or leased computers and related equipment.
• Processes asset disposal and destruction in compliance with the Asset Recovery Procedures.
• Maintains all company assets utilizing SCCM and CRM Asset Management Database.
• Assists in creating assignments for all Support staff with regard to new deployment and PC/printer refreshes by placing requests into a general job queue.
• Identifies improvement opportunities. Examples include but not limited to tools, processes, procedures, installation, configuration and troubleshooting techniques.
• Investigates problems for users in coordination with System Specialist II and System Specialist I
• Handles user problems effectively and escalates problems as needed using the department’s escalation procedures.
• QA’s procedures and documents relating to IT Support issues.
• Adheres to all documented Service Level Agreements (SLAs).
• Trains end users on the proper use of computer equipment and basic network operations.
• Consults with vendors and technical staff to resolve technical issues.
• Functions as a trouble-shooter, when needed, to identify and remedy hardware and software issues.
• Documents all work completed in the IT Request system and/or appropriate system logs.
• Develops procedures or processes that others can execute.
• Trains all other System Specialists as necessary.
• Creates/Inspects open / closed service tickets for accuracy and compliance. Makes necessary revisions and comments including confirmation with customer on issue resolution.
• Attends meetings and training as required.

Education and/or Experience

• High School diploma or GED required
• Associates Degree in related field preferred
• 7 years related technical support experience in a professional IT environment 
• Or an equivalent combination of education, certifications, and IT work experience

Certificates, Licenses, Registrations:

• A+ and Net+ required
• SCCM Certifications Strongly Preferred
• Microsoft Certified Solution Expert, VMWare Certified Associate, or Certified CISCO Network Associate required
• VMWare Certified Professional or Certified CISCO Network Professional preferred
• Or an equivalent combination of certifications and IT work experience

Computer Skills

• Must have an advanced understanding of Microsoft Windows and LAN/WAN networking required