Position Summary

GAL is looking to fill the position of IT Support Specialist, who will be an integral part of the team responsible supporting all locations throughout North America. Detail-oriented, pragmatic, multi-taskers with excellent internal customer service and communication skills will be particularly attracted to this challenging and rewarding position. The individual in this role will utilize the helpdesk platform to track and manage support requests from end users. S/He will be responsible for managing workstations, laptops, phones printers and other peripherals.

Job Duties

• Respond to requests and solve all problems in compliance with the GAL support SLA
• Provide level 1/2/3 support to all users in our Bronx, Quincy, St. Louis, Mississauga, Chicago, Miami, Sacramento, and LA locations
• Analyze and solve all problems related to Windows PCs, MACs, laptops, printers, phones, PDAs tablets and cabling
• Install PC/MAC hardware and peripheral components such as monitors, keyboards, printers
• Manage Avaya, Shoretel and legacy digital phones
• Create and deploy images using tools like MDT
• Manage new user onboarding including the procurement and setup of hardware, user account and email setup, and user training
• Manage the departing user process including user account retirement, data transition and hardware reallocation
• Ensure all workstations and laptops are kept up to date with security updates
• Ensure all workstations and laptops have anti-virus, anti-malware and firewall protection
• Manage print servers and print queues
• Maintain end user device inventory
• Manage and update all support requests in the Track-IT Helpdesk system
• Keep customers up to date on the status of their requests
• Direct unresolved issues to the next level of support personnel

Requirements

• Windows 7 and 10
• Office 365
• Microsoft Terminal Services / Remote Desktop Services
• Windows Desktop configuration and software installation
• Basic networking including DHCP, DNS
• Knowledge on voice over IP
• Must have excellent analytical and problem-solving skills
• Windows Server 2008, 2012 and 2016

• Active Directory
• Centralized Anti-virus management
• At least 5 years working experience as an IT professional

Education Requirements

Bachelors’ s Degree in Information technology or related field