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  IT Support Specialist
Employer: Upgrade Membership Job Posted: 9/27/2019
Location: West Region Job Status: Full Time
Experience Level: TBD  

Job Description:


• Provides end-users support. Install, build, maintain computers, servers, including network and telephony equipment and mobile devices
• Provides technical assistance and training to end-users and junior technicians
• Acts as a liaison for escalations on critical issues for various internal technology groups between tier 1, 2, 3, and management teams
• Provides creative troubleshooting and support for the related production systems, services and users
• Participates in software, Quality Assurance, deployment and administration
• Leads and oversees small and large scale PC-related projects
• Responds to problem/service requests within required Service Level Agreement
• Documents processes, procedures, instructions, and training materials for users and IT colleagues
• Trains, documents and applies IT project management techniques for users and IT colleagues
• Routinely installs, monitors, and maintains server infrastructure, end user computer systems, applications, database systems and telecommunications equipment
• Collaborate with other IT Operations teams to support local infrastructure and services and assist with projects
• Assists in ensuring adherence to PC related policies, procedures and standards
• Responds quickly to critical, equipment and software issues. Includes on call assignments to support NPR’s 24 x 7 x 365 schedule
• Interfaces with outside clients and vendors
• Available to travel, as required

Bachelor’s degree preferred with a concentration or major in Engineering or Computer Science or an Associate degree and 4 years of direct career experience in information technology disciplines, or an equivalent combination of education and experience


• At least 3 years of experience supporting, maintaining, troubleshooting, and administering enterprise environment
• Experience with Service-Now/Helpdesk management systems
• Experience with configuring hardware and software for Mac and PC
• Experience with Windows 7/10, OS X, iOS, and Microsoft Office
• Experience with Windows Server, Active Directory, SCCM
• Experience with Microsoft SQL or equivalent database desired
• Proficiency in Windows networking services such as DNS, DHCP, etc.
• Understanding of TCP/IP networking
• Strong written and verbal communication skills
• Ability to operate in high pressure environment and successfully handle multiple priorities
• Must be able to work cooperatively with others as part of a team, hold own work to high standards, and inspire others to do the same
• Strong attention to detail, especially as it pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting
• Strong customer service orientation with the ability to multi-task and prioritize tasks based on commitments


• Experience with DAViD broadcast tools
• Experience managing data centers
• Knowledge of Scripting
• Experience with Windows and Linux Server Virtualization and System Administration
• Experience with AWS (preferred) or other cloud services
• Experience with continuous integration and deployment tools like Bamboo or similar experience strongly desired
• Project Management skills



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