IT Support Specialist ll - Chattanooga, TN
3 days ago
Chattanooga
Job Description Summary As a vital part of the IT Department, this position will provide IT support to company-wide personnel. Under direct supervision, you will develop skills to support and optimize operational efficiency. This is a great opportunity for a positive, smart, critical thinker, who can manage multiple priorities and prides themselves on attention to detail. Essential Duties and Responsibilities • Provides on-site and remote support for clients., • Manages and closes service tickets on time., • Maintain the FPS Post Tracking System (PTS) software, ensuring operational readiness and data accuracy., • Troubleshoot system issues and coordinate between IT teams and the PTS Help Desk for resolution., • Maintain the FPS Training and Academy Management System (TAMS) connectivity, operational readiness, and data accuracy., • Demonstrates flexibility and adaptation to changing priorities., • Handles escalated problems from IT Support Specialist I., • Escalates more advanced problems to IT Support Specialist III and/or IT Support Supervisor., • Using service desk software to record, track, and document the service desk requests, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution., • Tests fixes to ensure the problem has been adequately resolved., • Applies diagnostic utilities to aid in troubleshooting., • Accesses software updates, drivers, knowledge bases, and FAQ resources through research to aid in problem resolution. Performs fixes remotely or person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications., • Performs quality control checks for all built, configured, and refurbished systems to document and report to the IT Support Supervisor before administering to a user., • Continuously checking that all systems are current with required software and updates., • Evaluates documented resolutions and analyzes trends for ways to prevent future problems., • Alerts IT Support Supervisor to emerging trends in incidents., • Assists in software release rollouts according to Change Management best practices and Standard Operation Procedures., • Adheres to site audit responsibility policies and procedures., • Assists IT Support Supervisor in the onboarding process for new employees, including one-one meetings and training. Supervisory Responsibilities • This position has no supervisory responsibility. The IT Support Specialist II reports to the IT Support Supervisor. Competency To perform the job successfully, an individual should demonstrate the following competencies (minimum of 5): • Oral Communication - speaks very clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in various meetings., • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information., • Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically. Upholds organizational values., • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports the organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity., • Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against the standard of excellence., • Professionalism – Tactfully approaches others; Reacts well under pressure. Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Follows through on commitments., • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality., • Quantity - Meets productivity standards; Completes work ina timely manner; Strives to increase productivity; Works quickly., • Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly., • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; adapt to new product introduction, emergent business needs, and business evolution., • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time., • Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Goal and detail-oriented. • High School Diploma, GED, or higher., • Certifications such as CompTIA A+, NET+, or higher are a plus., • Experience using, maintaining, and troubleshooting Federal Protective Services' (FPS) Post Tracking System (PTS) software., • DHS/FPS-specific system training (PTS or similar), preferred., • Experience using, maintaining, and troubleshooting Federal Protective Services' (FPS) Training and Academy Management System (TAMS). Language Skills • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations using the English language. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills Hands-on and real-world experience implementing and administering IT equipment, including, but not limited to: Desktops, laptops, all-in-one computers, inkjet/laser printers, tablets, and smartphones. Computer hardware and the ability to identify internal components. (Hard drives, power supplies, motherboards, memory, expansion cards); Software installation, upgrades, and troubleshooting. Networks and network topologies. Network hardware such as NICs, routers and switches. Network commands like ipconfig, ipconfig /release, ipconfig /renew, ping, tracert; Windows 10 Pro, Windows 11 Pro, Android and iOS troubleshooting and configuration. Backup technologies. Microsoft Office Suite (Word, Excel, PowerPoint and Outlook); Antivirus and Anti-Malware software. Certificates, Licenses, Registrations Current/valid state driver's license Other Qualifications Must be able to pass a background check and drug screen. Some travel may be required at times. Physical Demands The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, and use their hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by This job includes close vision, distance vision, depth perception, the ability to adjust focus, andthe ability to see and distinguish basic colors. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Other Tasks This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. #WaldenWay We offer every employee — from executive managers to administrative support to security professionals — unique and generous benefits, as well as opportunities for career growth. So if you're ready to embark on a meaningful career with one of the nation's most dynamic and fastest growing security companies, apply with Walden Security today.