Primary Purpose

The IT Solutions Specialist is responsible for end-user support, including diagnosing and troubleshooting computer hardware, software, mobile devices, AV equipment, printers, phones, applications, and other related peripherals, ensuring prompt and thorough resolution of issues. This position also provides single-point-of-contact and accountability with technical assistance and client support to executives and other executive staff. The IT Solutions Specialist communicates and collaborates with clients to foster ongoing relationships in support of their day-to-day business tasks. By employing excellent interpersonal relationship skills, a structured approach, and a forward-thinking methodology, the IT Solutions Specialist is ultimately responsible for the overall client experience and effective engagement of other IT internal teams to solve business and technical issues. This position exhibits a high degree of professionalism and organization, as well as possessing excellent customer service skills and a strong technical foundation. Under general supervision, it supports the company's media experience, including duties related to installation, troubleshooting, maintenance, deployment, and support of associated hardware. Media consists of, but is not limited to, video walls, content displays, and conference room technologies.

Duties & Responsibilities

Technical End User Support and Executive Support

• Provide first contact resolution for client issues/problems/questions in accordance with current standards and Service Level Objectives (SLOs) and perform post-resolution follow-ups to client tickets, calls, emails, voice mails, or walk-ups.
• Responsible for logging, prioritizing, researching, responding, tracking, escalating (when applicable), and resolving client issues/requests.
• Respond to client requests/issues related to (but not limited to) installing and upgrading software, installing hardware, configuring client systems/applications, supporting connectivity concerns, and resetting passwords.
• Create and manage quality support tickets to ensure proper information has been gathered, ownership determined, appropriate approvals obtained, ticket statuses updated, and routed to the proper support teams (if required).
• Utilize Active Directory, ASDI, or system administration tasks to create and manage end user accounts including, but not limited to, resetting passwords, group memberships, timely onboarding/offboarding, and account creation/modifications.
• Leverage internal groups to escalate, communicate, prioritize, track, and resolve client problems in a timely manner.
• Provide support for smartphone devices (iPhones, iPads, Androids, Tablets, and other devices).
• Assist Facilities with client moves/adds/changes and clients with installation of devices at new sites.
• Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Provide reliable guidance and support to other team members.

Support the Digital Media Environment

• Provide general support for the company's video and audio-based media. This includes, but is not limited to, identification, diagnosis, and resolution of problems. Leverage assistance of other internal and external content creators as necessary.
• Support Hiperwall environments, including hardware stabilization and software configuration.
• Support digital content on media players and Hiperwalls for all sites, including display, configuration, installation, troubleshooting, scheduling, and communication with digital media stakeholders.
• Perform support of conference room technology to enable external conference meeting support for business clients.
• This role includes responsibilities related to change management, documentation of process/procedure, development of technology runbooks of digital systems, and media technology training for peers and team members.
• Support on-site installation and maintenance efforts performed by external vendors.

Other Support Responsibilities

• Required to be on an on-call rotation during and after normal business hours.
• Rotate through different client support functional areas, including service desk, desktop, executive support, and digital services.
• Participate in department discussions and recommend process improvements to optimize team resources and abilities.
• Handle project-oriented tasks for service-related improvements, enhancements, and changes.
• Write, maintain, update, and improve operating procedures, process documentation, and instruction materials.
• Provide status to management as requested.
• Perform other duties as assigned.

Required Qualifications

• Associate's Degree in Computer Science/MIS-related area or equivalent work experience.
• 3+ years experience as a Computer Support Technician supporting a 24 x 7 operation.
• 3+ years relevant work experience with senior level management clients.
• 2+ year related experience in areas of Digital media and Audio-Visual systems preferred.
• Experience in supporting Microsoft operating systems, including demonstrated expert knowledge of 2008 Server, Windows 7, and Windows 10.
• Experience with various hardware platforms (PC and Mac) and operating systems (Windows and Apple OS), including mobile (cellular/tablet) devices.
• Experience working in a team-oriented, collaborative environment.
• Extensive experience with all Windows Desktop Operating Systems, Office 365, and Business Software.
• Working knowledge and ability to help users with Microsoft Office applications.
• Highly organized and self-motivated team player.
• Excellent written and oral communication skills.
• Exceptional customer service skills and ability to train clients, including Executive clients, in new technologies.
• Must have the ability to thrive in a hectic and constantly changing work environment.
• Must be able to interface effectively with all levels (executive management, peers, subordinates).
• Ability to establish and maintain a high level of client trust and confidence and the ability to effectively manage client expectations.
• Ability to conduct research into a wide range of computing issues.
• Strong troubleshooting and issue resolution skills.
• Strong interpersonal skills; excellent teamwork skills.
• Demonstrates aptitude working with digital hardware, software, and content.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent follow-up/follow-through and organizational skills as well as self-directed.
• Ability to present technology ideas in business terms.
• Keen attention to detail.
• Understands digital communication strategy concepts.
• Understanding of the organization's goals and objectives.
• Strong documentation skills.