IT Support Specialist

Position Summary

The IT Support Specialist is part of our Employee Technology Enablement team, which owns IT support, from on-boarding new employees to supporting our existing employee base across the US and Mexico. As an IT Support Specialist, you need to demonstrate competent IT literacy and ability around applications and systems. You will answer technical questions, troubleshoot problems, and guide users to gain productive use of our software and systems. Goodleap is seeking candidates with both interpersonal skills and technical IT knowledge and demands an ability to manage multiple high-level tasks under pressure.

Essential Job Duties & Responsibilities

• Provide assistance for items escalated to level 2 help desk support.
• Answer staff questions about all company supported hardware and software.
• Provide creative solutions for difficult, complex ongoing problems.
• Document problems, resolutions, and activities for future reference.
• Identify, analyze, and provide preventative solutions for problematic trends.
• Recommend improvements to IT operations and processes.
• Apply knowledge of enterprise-level, IT best practices.
• Provide technical training and new hire orientations as required.
• Participate in projects, tasks and responsibilities including emergencies and routine after-hours on-call rotation.
• Perform hardware and software installations.
• Maintain inventory by placing orders and tracking hardware and software.
• "Own" IT by having pride in your high-quality work.
• Display absolute integrity and discretion in performing support responsibilities.
• Other duties as assigned.

Required Skills, Knowledge & Abilities

• Good interpersonal skills, including the ability to clearly communicate with less technical individuals.
• Solid knowledge of general office software: Windows 10, MS Office, etc.
• Knowledge of company supported applications such as Exchange, Active Directory, DNS and virtual machines.
• Experience with desktop hardware, software applications, operating systems and LAN connectivity.
• Experience with AD / Office 365 integration is a plus!
• Experience with Cisco Meraki is a plus!
• Ability to learn and support new software.
• Microsoft certifications are desired, but not required.
• 3 - 5 years professional experience.