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Indeed’s salary guide
- Not provided by employer
- $46.7K – $59.1K a year is Indeed’s estimated salary for this role in Framingham, MA.
An IT Support Specialist is responsible for:
- End user support
- Consultate with users to determine hardware, software or system needs.
- Issue handling and escalation according to service level agreements
- Provide IT service, guides and “one to one” and “one to many” IT training
- Support of current, new and future end user IT devices and applications
- Responsible for the installation, configuration and setup of IT systems
- Perform, software installation, printer configuration, video conference setup etc.
- Maintain user administration
- Monitor the IT infrastructure
- Provide daily oversight of network operations and event logs to prevent downtime and/or loss of data.
- Assist in maintaining network servers and services.
- Assist in maintaining backups and virus scanning.
- Maintain and support local software.
- Document installation and configuration procedures of local software packages.
- Participate in local and global projects as assigned.
- Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.
- Call software and hardware vendors to request service regarding defective products and troubleshoot issues.
- Test software and hardware to evaluate ease of use and whether product will aid users in performing work.
- Perform preventative maintenance and equipment repair.
- Write or revise Work Instructions, user training manuals, FAQ, and procedures. Document “how to” processes to increase user self-sufficiency.
- Maintain confidentiality as appropriate.
Work Assignments:
Handle or escalate incoming issues according to SLA Maintain current systems Facilitate communication across the LFB IT group Support global operation and contingency Support IT asset management ensuring that assets achieve their full lifetime cycle value Handle local backup and recovery Handle or initiate handling of necessary maintenance of the IT infrastructure Stays current with developments in new technologies and platforms Participate in IT related development and implementation projects Participate in a rotating on-call schedule over the weekends Some travel may be required
POSITION QUALIFICATIONS (EDUCATION, EXPERIENCE, KNOWLEDGE, PHYSICAL REQUIREMENTS)
Necessary competencies for an IT Support Specialist is to be able to deliver good customer service and like working with people. The IT Support Specialist needs to be very service minded and capable of communicate necessary, important, and critical information to colleagues and end users at an appropriate level and maintain confidentiality in sensitive situations. An IT Support Specialist needs to be good at completing tasks, follow up with customers and generate instructions for distribution to a large audience.
An IT Support Specialist has:
- a general good knowledge of IT platforms
- experience in hardware and software installations
- experience in user administration in a Windows environment
- experience in use of MS Windows and Office environment (Word, Excel, PowerPoint, Outlook)
- Good knowledge of IT support processes (best practice)
An IT Support Specialist needs to be:
- capable of consulting with users to determine hardware, software or system needs
- capable of documenting installation and configuration of various software packages
- experienced in installation of HW and SW on clients and to some extend on servers
- proactive and capable of taking responsibility
Spoken and written English is a prerequisite for the IT Support Specialist role.
Willingness and ability to travel as some travel may be required.
Willingness and ability to be available for on-call work over rotating weekends.
Systems Analysts have in accordance with “Area of Responsibility” the competence to perform authorized “Work Assignments”.
Education & Experience
- Associate’s degree in technology or computer science, or equivalent experience.
- One (1) year of experience in similar role.
- Experience in Active Directory is a plus.
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