Description

The IT Support Specialist’s role is to consistently improve and maintain a high level of customer satisfaction by troubleshooting and providing assistance to resolve customer issues. The IT Support Specialist is responsible for the logging and tracking of all IT Desk requests and for providing tier 1 and 2 technical support. The Specialist will follow documented procedures for escalating the issues that are outside of their area of competency and is responsible for following up on the issue until it has been resolved.

Essential Functions

• Assists clients and service personnel with AV and Network related issues.
• Analyze, reproduce, troubleshoot, and resolve technical issues related to the specific and general functionality.
• Works effectively on project teams and meets deadlines in accordance to project manager's expectations.
• Implements and follows internal Information Technology break/fix and change management processes

Responsibilities

• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone, in person, or electronically
• Recommend hardware and software improvements
• Track customer issues and resolutions
• Configuring and maintaining networks. (Routers, switches, and access points) Mostly Cisco products.

Qualifications

• Previous experience in IT, in the Audio and Video Industry
• Strong troubleshooting and critical thinking skillUnderstanding of TCP/IP and VLANs
• Bachelor's Degree Computer Sciences/Information Systems/Business major or equivalent 
• 2 to 3 years of experience in IT
• Experience in the Audio and Video Industry

Knowledge, Skills, and Abilities 

• Understanding of basic IT network principles
• NET+ or better certification
• Requires traveling to troubleshoot and provide support at field locations.

Preferred Skills

Bilingual (English and Spanish)