IT Support Specialist at Fortna

THE JOB

This IT Support Specialist will be primarily supporting the company’s employee base and IT infrastructure via our ticketing system. This position will handle Tier 1 and 2 level tickets, supporting our end-users and office networks, as well as assist with server and network maintenance when applicable. In addition, this position will be involved with IT projects and initiatives.

PRIMARY RESPONSIBILITIES INCLUDE:

• Supporting Fortna’s end users through the ticketing system, handling Tier 1, 2 and some Tier 3 elevated issues.
• Creating and using Images to build laptops for associate use.
• Performing hardware swaps for malfunctioning machines and contacting appropriate support channels to rectify issues with Fortna hardware.
• Administering IT services and tools.
• Administering Fortna’s data and document management systems.
• Administering Video Conferencing equipment for company updates and client meetings.
• Familiarizing and assisting with network and server devices and environments.
• Installing and testing of software and hardware upgrades.
• Troubleshooting and resolving system issues as they arise.
• Responding to operational needs and questions of Fortna Associates in a timely manner.
• Establishing network users, environments, directories and security measures.
• Conducting the separation procedures such as disabling all user accounts, backing up data, running and providing reports, and providing access to email and data when required.
• Performing IT Training sessions for new associates during onboarding, and ensuring associates receive demonstrations of software programs used at Fortna.
• Creating documentation for Fortna systems and procedures.
• Responding to operational needs and questions of Fortna Associates in a timely manner.
• Identifying opportunities for improving service delivery methods and procedures with direct supervisor.
• Identifying ideas that can benefit the department and the Company with direct supervisor.

REQUIRED QUALIFICATIONS:

• 4-year degree in information systems, computer science or related field or 2-year Associates/Technical degree or equivalent work experience
• Experience in network or system administration in a corporate office environment
• Experience in the setup and installation of Windows operating systems and MS Office products
• Working knowledge of other programs such as Visio, Project, SharePoint, PRTG
• Knowledge in internal communication tools
• Proven success driving process improvements
• Ability to document and communicate important items in a clear concise manner for the benefit of a non-technical audience
• Ability to listen and respond to questions and issues in a positive manner
• Ability to maintain complete confidentiality
• Ability to respond immediately and consistently to critical issues
• Willingness to take ownership of projects and job responsibilities with minimal supervision
• Ability to motivate team and teach through positive examples
• Team player mindset who willingly assists others whenever possible
• Strong interpersonal, organizational, time management and problem-solving skills
• Ability to travel nationally and internationally