IT Support Specialist

CMTA is hiring an IT Support Specialist to provide first-line service desk support onsite for the Louisville, KY region.

Responsibilities

• Act as the onsite local IT presence for customers, providing prompt, courteous, and empathetic assistance for incidents and requests
• Coordinate with in-house staff and outsourced service and hardware vendors to resolve technical issues and minimize downtime
• Support end users with common hardware, including printers, scanners, and other external peripherals
• Maintain, update, inventory, and troubleshoot approximately 1,000 devices onsite and remotely, including servers, desktops, laptops, and mobile devices
• Diagnose and resolve software and hardware incidents, including operating system and multi-application issues
• Assist users with any logged IT-related incident when called upon
• Own issues through problem analysis and implement temporary or permanent fixes to restore service quickly; escalate to other support teams when needed
• Accurately record, update, and document requests in the ServiceNow IT service desk system
• Install and configure new IT equipment and track asset lifecycle from assignment to repair, refresh, and recovery
• Resolve incidents and perform software and hardware upgrades, including printers, copiers, and scanners
• Create temporary user accounts and reset passwords, ensuring correct permissions and data security
• Deliver a first-class customer service experience and communicate effectively with technical and non-technical colleagues
• Manage changing priorities as a motivated team player
• Attend internal training as needed to stay current on technology and internal processes
• Perform other duties as assigned

Requirements

• Associate's degree in Information Technology or equivalent experience
• 3+ years of IT experience, including PC and mobile device support
• Strong problem-solving and IT troubleshooting capability
• Verbal and written communication skills
• Ability to work independently and collaboratively in a team environment
• Willingness to learn and adapt to new technologies and processes
• Customer-focused approach and commitment to high-quality service

Technologies

• ServiceNow
• Dell Desktops and Laptops
• Microsoft Active Directory
• Azure
• O365, Teams, Office, Exchange Online
• SharePoint
• Apple and Android Tablets and Phones

Preferred Experience

• Mobile device encryption implementation and management
• IP security camera and video recording server management

Benefits

• 401(k) Plan with Company Match: dollar-for-dollar match up to 4% of eligible pay; immediate vesting
• Health & Welfare Benefits: employer provided medical, dental, vision, prescription drug, Employee Assistance Program, and accident & illness coverage
• Life and Disability Insurance: employer provided basic life insurance and AD&D valued at 50K coverage amount, with option for voluntary buy up for additional coverage
• Time Off: flexible non-accrual vacation; company holidays per policy
• Expenses: business travel and related expenses reimbursed per company policy

Location / Reporting

• Based in the Louisville region supporting CMTA offices
• Onsite role
• Reports to the CMTA IT Operations Manager

Service Channels

• Phone support
• Email support
• In-person support for walk-in customers
• Self-service support

Experience with Following Technologies

• Dell Desktops and Laptops
• Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint
• Apple and Android Tablets and Phones