IT Support Specialist - Worcester, United States - Nouria Energy
Description
Position : **IT Support Specialist - II** Location : Worcester, MA (Nouria's corporate office)
Summary :
Nouria Energy is looking for an IT Support Specialist-II to join our team. This position will be providing direct technical support to our end-users including serve as tier 2 support role for handling escalated issues. This includes taking ownership for IT issues, ensuring the appropriate escalations, and assisting in determining the root causes of IT issues are understood and addressed.
Job Description :
Ability to triage incoming support tickets, analyze and escalate to appropriate teams/vendors to ensure a timely resolution.
Provides in-person and remote support to end-users; Troubleshoots and resolves issues or escalates tickets to higher-level staff.
Develop, test, and maintain windows images for deployment.
Install, manage, and support various business applications used by corporate and retail staff.
Assist with deployment of Windows machines (PCs, Laptops, workstations) and peripherals (printers, telecommunication, scanner, etc.) using standard hardware, images, and software.
Responsible for documenting solutions to the problems and developing end-user guidelines.
Organize IT equipment inventory, tracking & shipment for corporate and store users.
Responsible for maintaining retail systems lab environments (firewall, Point of Sale, back office, etc.) for testing and new initiatives.
Occasionally traveling for projects or troubleshooting issues in the field.
Participate in off-hours on-call rotation.
Qualification
4 to 6 years of IT experience, preferably in the retail industry environment.
College degree or equivalent certification desired in Computer technology.
Proven working knowledge in creating and managing windows imaging technology.
Ability to create and maintain standard operating procedures and document system processes.
Strong working knowledge of installing, testing, and maintenance of computer hardware, software, peripherals, and local and wide area network (LAN/WAN) including windows operating systems (Win 10, Server 2019) and remote desktop services.
Proficient in O365 platform (O365 office suite, MS Teams, SharePoint, etc.) and related cloud-based technology systems
Good organization skills, attention to detail, and customer service skills.
Strong verbal and written communication skills
Ability to work effectively independently, as a member of a team, and under supervision.
Flexibility and desire to learn new skills as they become applicable.
The physical requirements associated with this job for lifting to 35 lbs.