IT Support Specialist II

IT Support Specialist II

Requirements

• Bachelor’s or Associate Degree in Computer Engineering, Computer Science, or related field preferred, or equivalent experience/military training
• 7-10 years of experience focused on enterprise IT operations and support
• Strong knowledge and hands-on experience with Windows (10 & 11) and Mac OS based imaging and app deployment platforms
• Substantial experience with troubleshooting Microsoft 365 apps and Adobe Creative cloud apps on Windows and Mac OS endpoints
• Basic knowledge and understanding of enterprise networking including LAN, WAN and WI-FI environments, VoIP devices & Soft phones
• Basic knowledge and understanding of mobile device management platforms (e.g. Intune) for Apple iOS and Android devices
• Basic knowledge and understanding of virtual server and desktop environments
• Familiarity with operation of Autodesk products (e.g. Revit, AutoCAD, BIM 360, Dynamo, PlanGrid etc.) and other design apps like Rhino, SketchUp etc.
• Basic understanding of ITIL
• Strong people, time management, communication, and organization skills
• Aptitude for service, building relationships and managing expectations
• Ability to multi-task, ‘think on your feet’, learn quickly and react to situations decisively & effectively in a fast-paced work environment
• Ability to work independently and in a team
• Ability to responsibly lift, move and install equipment + peripherals throughout the office including in MDF/IDF racks and maneuver mobile carts
• Aptitude for wire management with ability to maneuver the same under counters and in tight spots

Responsibilities

• Build and maintain current knowledge and understanding of core IT infrastructure in place at Gensler – including Endpoint, Storage + Server, Networking, Security and AV technologies
• SCCM based Windows endpoint imaging, management, and software deployment and maintenance
• JAMF based MacBook imaging, management, and software deployment and maintenance
• Depot-based Lenovo and Apple device repair coordination
• Active Directory based user and folder security management
• Assistance with installation and maintenance of End Point, Server, Storage, Networking and Security related equipment within regional IT infrastructure
• Perform data audit routines on Panzura, NetApp and Azure Files based storage systems
• ServiceNow and other communication channel-based first and second level support requests, while adhering to established practices and protocols for resolution
• Citrix based cloud desktop support
• Intune based enrollment support for Gensler and personal mobile devices
• Remote access support based on GlobalProtect VPN and PingID based MFA
• Meeting guidance & scheduled + on-demand assistance for Microsoft Teams and Zoom
• Maintenance of Crestron, Q-SYS, Logitech and Barco AV equipment
• Occasional after hour & pre-scheduled weekend support for maintenance activities upgrade initiatives
• Onboard new staff
• Maintain and manage inventory of endpoint, peripheral and AV equipment
• Develop an understanding of the creative business and build rapport with the stakeholders as internal clients to be able to gauge skill gaps and provide best hands-on support and in time coaching
• Hold workshops to elevate technology best practices
• Accept special project assignments and travel requests as deemed necessary by Regional IT Director
• Seek and leverage learning opportunities to build subject matter expertise and contribute to championship initiatives
• Consistently represent the team with punctual, ethical, and professional behavior

Preferred Qualifications

• Hands on knowledge of SharePoint and PowerBI
• CompTIA A+ Certification in desktop support or similar
• Apple Certified Support Professional
• Certification in Cisco, Windows Desktop or Server, VMWare, ITIL
• Ability to travel within the North Central Region quarterly or as needed