IT Support Specialists can have Jira Administration experience. Jira, a popular issue and project tracking tool used for IT and software development, often requires configuration, maintenance, and troubleshooting, which aligns with IT support roles. Many IT Support Specialists manage or assist with Jira administration tasks, such as:
The Position
Our client is seeking an IT Support Specialist to work as part of the Technology team in our Charlotte, NC locations. In this role, you will act as the primary point of contact for locations assigned to you as well as work across the organization as part of a team. The IT Support Specialist works with internal and external resources to ensure the systems are operating correctly. You will be responsible for Tier 1-2 support for desktops with Windows operating systems, triage software applications, assist users in the efficient use of applications, and provide clear, concise technical communications to escalate issues to senior leadership or vendors. A thorough knowledge of Windows software, variety of hardware knowledge and good communication and customer service skills are necessary.
Key Duties
Create, review and triage support Tier (1-2) tickets on a timely basis
Provide end-user desktop support via remote support tools or in person
Knowledge or ability to learn about Ring Central Support and Jira
Install and configure new Windows 11 computers, monitors, and printers.
Assist with system administration tasks, including server upgrades, patches, deployments, architecture review / design and general best practices
Knowledge or ability to learn about Cisco switches, internet connectivity and Cisco IP phones
Create clear, concise process and system diagrams and supporting documentation
Assist with projects and tasks as required
Strong communication skills, prioritize skills and ability to multitask
Tracking and Monitoring: Implement and maintain tracking systems to monitor key performance indicators (KPIs) and project progress. Coordinate with vendors to execute software and firmware upgrades
Report Creation: Develop and generate comprehensive reports to support business operations and decision-making processes.
Customer Support: Provide timely and accurate information to end users, addressing their inquiries and resolving issues efficiently.
Attend meetings as required and provides regular and accurate status information to project participants/department leadership -follow management guidance and adherence to policies
Qualification Requirements
General. To perform this job successfully, an individual must be able to perform each key duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A good driving record is required to be hired.
Education, Experience and Skills.
Minimum 5-7 years of technical experience working with hardware/software
Experience working in windows and virtualized environments
Ability to utilize an ITSM system for change and incident management
Must have experience providing end user support with Windows 10, Windows 11, printers, and monitors.
Preferred knowledge of Windows Server, server hardware, experience with scripting languages (PowerShell), domain administration, network troubleshooting, storage, switches, routers, firewalls, access points, videoconferencing, printers, copiers, smartphones, VoIP, LAN, WAN, Active Directory, DHCP, DNS, SharePoint, Office 365, antivirus, spyware removal, and backup/restore processes
Microsoft training and related certifications are a plus
Strong interpersonal, organizational and customer service skills
Ability to manage multiple projects and own tasks concurrently
Ability to work flexible/extended hours when requested or participate in an on call schedule
Willingness to share knowledge and help cross-train peers
Able to work both independently and effectively with remote team members as necessary