IT Support Specialist I

Electro-Mechanical Corporation is seeking an IT Support Specialist I based in Bristol, VA (onsite). This role keeps day-to-day technology running smoothly by triaging reported issues, supporting production systems, and helping end users get back to work quickly through strong troubleshooting and customer service.

You will record and prioritize incoming IT service requests, work to restore service when possible, and escalate to the appropriate specialists when needed. In addition to support and incident follow-up, you will assist with application assessment and deployment, then provide ongoing enhancements and maintenance for systems used in production environments.

Responsibilities

• Triage reported issues and service requests via phone, e-mail, online, chat, and other channels.
• Troubleshoot end user problems and resolve upon first contact when possible.
• Accurately document and categorize issues and service requests in the IT ticket system, including priority.
• Support user environments using AD.
• Provide assistance with switches, routers, and voice communications (a plus).
• Deliver remote access and VPN support.
• Provide “how to” support for internally supported devices, applications, and systems.
• Use internal and external resources such as knowledge bases, manuals, support sites, and vendors to answer questions and resolve issues.
• Respond to inquiries about ticket status and complete follow-ups.
• Contribute to creation, facilitation, and maintenance of FAQ documents, knowledge articles, and user guides.
• Analyze and design applications and processes to meet user needs.
• Install new releases and maintain existing applications and processes.
• Act as an advocate for end users to support high-quality, timely service across the IT organization.

Requirements

• Advanced desktop PC hardware and software knowledge and deployment per EMC standards.
• Server and networking knowledge.
• Advanced MS Windows and MS Office knowledge.
• Excellent customer service and strong troubleshooting skills.
• Ability to quickly learn new technology and applications.
• Strong written and verbal communication skills.
• Strong time management skills and the ability to manage multiple tasks while maintaining user satisfaction.
• Mature, self-motivated professional able to work in a fast-paced, constantly changing environment.
• Ability to work effectively in a team atmosphere.
• Focus on customer satisfaction with strong interpersonal skills and responsiveness.
• Adherence to IT policies and processes to ensure consistent service quality.
• Associates degree or minimum of 3 years experience.
• Computer software and hardware troubleshooting knowledge and experience (required).
• Software and hardware certifications are a plus.

Tools & Technologies

• AD
• Switches
• Routers
• Voice Communications
• VPN
• MS Windows
• MS Office

Salary & Schedule

$40,000 to $48,000 per year. Onsite in Bristol, VA.

Reporting: This position reports to the Network Manager.

Note: The statements above describe the general nature and level of work for this classification and are not an exhaustive list of duties and skills. Personnel may be required to perform duties outside normal responsibilities as needed.