IT Support Specialist

This role goes beyond traditional help desk responsibilities, requiring an advanced skill set capable of addressing complex issues across a range of IT domains, including network and server management as well as direct end-user support. Provide advanced remote and occasional onsite support for technical issues impacting end users, including hardware, software, network connectivity, and mobile devices.

Job Summary: At Artera Services, we are seeking an IT Support Specialist to serve as the frontline IT presence within our organization. This role goes beyond traditional help desk responsibilities, requiring an advanced skill set capable of addressing complex issues across a range of IT domains, including network and server management as well as direct end-user support.

Major Job Responsibilities:

• Provide advanced remote and occasional onsite support for technical issues impacting end users, including hardware, software, network connectivity, and mobile devices.
• Expertly manage user accounts and system access, utilizing tools like Active Directory and Microsoft InTune to enhance device and application management.
• Configure, deploy, and manage endpoint devices, including imaging, provisioning, patching, and ongoing maintenance.
• Support and troubleshoot Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and other enterprise systems.
• Manage, and secure mobile devices and assist with the integration of mobile management solutions using Microsoft InTune.
• Address issues with desktops, laptops, and peripheral equipment, ensuring efficient resolution of problems.
• Guide users through detailed problem-solving processes, escalating to specialized teams for on-site or high-touch solutions as needed.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the IT service management (ITSM) system.
• Maintain and enhance internal knowledge base documentation, FAQs, and user guides to promote self-service and improve efficiency.
• Analyze support trends and recurring incidents to identify root causes and recommend preventative solutions.
• Guide users through troubleshooting steps in a clear, professional, and empathetic manner, ensuring a positive support experience.

Basic Qualifications:

• Minimum 1-3 years proven experience in an advanced IT support role with comprehensive troubleshooting capabilities across hardware, software, and networks.
• Strong familiarity with remote IT support tools, ITSM platforms, and Microsoft InTune.
• Excellent verbal and written communication skills, capable of explaining complex solutions in an accessible manner.
• Relevant certifications such as CompTIA A+, Microsoft Certified Solutions Expert, or others that validate a deep understanding of IT infrastructure and end-user support.
• A proactive problem-solving mindset and the ability to manage multiple priorities in a dynamic, remote environment.
• Maintain a team mentality for more efficient and widespread resolution efforts. Assist, learn from, and train other team members on verified resolutions.
• Experience in the utility and/or construction industry is preferred.
• Experience with a complex, multi-entity organization is preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.

Artera Services, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, nor any other status of classification protected by applicable federal, state, or local law.