Canton, Massachusetts
Berkeley, California
Washington, D.C.
Posted: 08-Mar-23
Location: Fairfax, Virginia
Type: Full Time
Categories:
Salary Details:
Preferred Education:
Additional Information:
Title: Specialist, IT Support
FLSA Status: Exempt
Supervisor: Director, Network Operations
Location: Fairfax, VA (hybrid)- 2 days/week in the office
Department: IT
Level: Staff
Alt Work Eligibility: CWW-Yes, Telework-Yes, Remote-No
Summary of Position:
Perform day-to-day activities required to manage and lead the support of incident management related to IT issues of end user hardware. Provide support in the operation of audiovisual and web conferencing systems. Troubleshoot issues and provide incident resolution for all related incidents requiring escalated support or subject matter expertise within end user hardware and software. Manage and maintain our Inventory management system. Provide hands-on technical support to manage the company’s Office 365 tenant and related technologies.
Major Duties & Responsibilities:
- Serve as the first point of contact for users seeking technical assistance, either by phone, email, or in person.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Identify and develop required written and online support documentation.
- Manage the lifecycle of user account and user hardware.
- Identify and suggest improvements to procedures.
- Provide first level support for audio-visual and web conferencing systems.
- Inspect audio and video equipment for proper operation.
- Support end user application installation and maintain systems builds.
- Coordinating with third party service provider for timely repair of systems.
- Perform routine administrative and technical tasks such as reviewing logs, systems imaging, creating user accounts and various reports.
- Champion the adoption of Office 365 services as appropriate to our business needs.
- Instruct users in the operations and best practices of company’s hardware and software.
- Record events and problems and their resolution in our ticket management system.
- Maintain a secure system through proper configuration and system access monitoring.
- Assist in the creation and administration of policies around the proper use of Office 365 services.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential 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.
Education:
Associates' Degree (A.S.) in Information Technology and minimum of 2 years’ related experience strongly preferred, and/or training or equivalent combination of education and experience.
Experience Level:
Minimum of 2 years of experience working in a helpdesk environment and/or customer-facing IT support
Certifications:
A+ Certification (preferred)
Technical Skills:
- Windows 10/11, Mac OS X, and Office 365
- Active Directory maintenance
- Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Strong customer service and troubleshooting skills.
- Ability to communicate technical information, both verbal and written to a wide range of end-users
- Office 365 Administration experience
- Other software preferred (Salesforce, Sitefinity)
Why You’ll Love Working Here:
- AVIXA is a global organization that celebrates diversity of thought, background, demographics, and experience.
- The AV industry is truly inspiring, changing how people experience the world.
- We’re headquartered in Fairfax, VA but also have a widely distributed team. We recognize that talented people live all over the world.
- Our values: Trust, Heart, Courage. No buzzwords here. We take these seriously and live them every day.
- Our people: you will be surrounded by some of the most talented, supportive, smart, and thoughtful leaders and teams.
- It’s not all about work: generous PTO and holiday time off, flexible working hours, option for a Compressed Work Week (i.e., 9/75 work week, or every other Friday off)
- The perks: AVIXA offers comprehensive medical, dental, and vision benefits, 401k plan with company matching, pet insurance, learning and career development opportunities, education assistance, and more!
Starting base salary range is $50,000-$60,000. Individual compensation will be commensurate with the candidate's experience. Full benefits are available and the position is eligible for the Staff level annual bonus program.
This description describes the general duties and responsibilities of the position. It is not a complete list of duties and the employee may be required to take on additional duties and responsibilities as required by the needs of the association.
EEO Policy Statement: “It is the policy of AVIXA to provide equal employment opportunities to all qualified persons, and to recruit, hire, train, promote, and compensate persons in all jobs without regard to race, color, religion, sex, national origin, disability, sexual orientation, or any other category protected by law.”
