IT Support Specialist

Michael Baker International is seeking a skilled IT Support Specialist to join their team and provide comprehensive technical support to end users across various platforms, including on-site, remote, and VPN environments.

This is your chance to be the go-to expert for end-user support-whether it's troubleshooting hardware and software, managing tickets, or ensuring smooth onboarding experiences.

You'll be the first line of defense, keeping our systems running and our people productive.

Essential Duties


* Create, update, and close tickets.


* First response to all support requests through all channels: phone, web tickets, email requests, walk ups.

Determines impact and urgency of an incident and support request to determine priority.


* Perform initial triage and troubleshooting of all tickets across all knowledge domains.


* Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration.

Escalates unresolved requests and incidents to IT Support Specialists II and/or III.


* Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.


* Record all outages within the ticketing system and send communications as appropriate.


* Provide instructional training to end users.


* Manage, and deploy hardware and software solutions for MBI employees.


* Maintain a record of knowledge/solutions within a structured knowledgebase.


* Validate employee compliance to IT policy and procedures during all tasks, taking action, reporting, or escalating as necessary.


* Collaborate with HR and Management Team during employee on boarding/offboarding procedures.


* Routine on-call after hour support.


* General audio/video and web conferencing support.


* Works with hardware vendors to get desktop and laptops equipment replaced or repaired.


* Minimal server, network, and VOIP hardware support.


* Maintain all MDF/IDF areas.


* Responsible for hardware purchasing and order reconciliation.


* Maintain an accurate inventory of all computer hardware assets within your region by utilizing SNOW, SCCM, and MAC forms.

Manage the hardware life-cycle process by reclaiming, repurposing, and decommissioning necessary hardware assets.

Required Qualifications


* Strong customer service, time management, and organizational skills required


* Collaborate with multiple technology teams such as the IT Security Team, Server Team, and VOIP Team


* Travel may be necessary (under 10%)

Required Experience


* 0-4+ years related experience


* Two-year degree in Computer Science, Information Systems or related field; applicable experience accepted in lieu of degree


* US Citizenship Required

Highly Preferred Experience


* Experience with Mac Operating Systems


* iOS Experience


* Powershell Scripting


* ITIL Foundational Certification

Compensation

The approximate c...