IT Specialist I

Position Overview:

Aquila Corporation is seeking an IT Specialist I plays a crucial role in our organization, providing essential technical support to our customers as a valued member of our Service Desk team. This position involves addressing a wide range of technical issues, including network connectivity, desktop and workstation infrastructure, backup monitoring, operating systems, software, hardware, and peripherals. The IT Specialist I is responsible for delivering high-quality customer service by promptly responding to customer requests, incoming calls, service tickets, instant messaging, and emails, following established processes and procedures to ensure efficient and professional IT service delivery.

Key Rwsponsabilities:

• Build a knowledgeable and efficient team to support Catalyst customers effectively.

• Develop strong business relationships with existing and potential customers.

• Maintain a professional and competent image as a technology company in the eyes of our customers.

• Foster customer loyalty through honesty, trustworthiness, creativity, and customer-focused service.

• Contribute to the expansion of our software and IT services.

• Contribute to the achievement of revenue objectives.

Job Tasks:

1. Provide first-level support by addressing incidents and requests with a focus on achieving first-call resolution. This involves detailed ticket documentation, troubleshooting, root cause analysis, and prompt issue resolution.

2. Diagnose, triage, and escalate incidents and requests to appropriate level two and level three personnel, ensuring responses adhere to required response times and service levels.

3. Offer on-site and remote technical support for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.

4. Troubleshoot and repair hardware and software issues across multiple operating systems.

5. Assist in system upgrades and maintenance, including hardware component additions or replacements.

6. Deploy software and system images across multiple operating systems and hardware configurations.

7. Configure and support various mobile devices and tablets as needed.

8. Contribute to the creation of technical documentation and processes by understanding standard problems and issues.

9. Engage in professional development through educational opportunities, training, and certifications provided by Catalyst IT.

10. Ensure customer needs are met through timely follow-up and maintain a high-quality customer experience with a professional demeanor.

11. Accurately and promptly report billable time to support payroll and customer billing processes.

12. Demonstrate fiscal responsibility and provide high-quality solutions to customers.

Preferred Qualifications:

• 2+ years of end-user support experience in a technology-related field, including Hardware, Software, and Desktop support.

• Expert knowledge in Microsoft Windows Operating Systems, Microsoft Office suite (Office 365 preferred), desktop deployment technologies, and hardware and software components of Windows-based computers, smartphones, and tablets.

• Basic knowledge of Networking and Windows Server Administration fundamentals and concepts is a plus.

• Experience working with PSA and RMM tools such as ConnectWise Manage and ConnectWise Automate.

• Strong collaboration skills and the ability to work closely with team members on projects, problem-solving, and day-to-day operations.

• Ability to work independently with self-motivation while balancing multiple projects and priorities to meet deadlines.

• Excellent customer service abilities and strong written and verbal communication skills.

• Associates or Bachelor's degree required, with a preference for a technology-related field.

• Passion and a strong understanding of the industry and our business mission.

Areas of Knowledge:

• Computer technical support.

• Microsoft workstation environments, including Windows 7, 8, 10, and Office applications.

• Microsoft server environments (Active Directory, Terminal Services).

• Cloud experience, especially with Office 365.

• Email systems, including Office 365, Google, and email server environments.

• Networking, covering routers, firewalls, VPNs, and wireless technology.

• Anti-virus, Anti-SPAM, and Anti-Spyware solutions.

• Backup solutions.

• Virtual Machine environments, particularly VMWare.

Training:

Catalyst IT provides ongoing professional training, including in-house sessions, webinars, and relevant off-site third-party training and technology conferences. Additionally, self-directed training through reading, research, webinars, and other media is encouraged.

Performance Review:

Performance will be periodically reviewed, with an annual performance review to discuss historical performance and plan for future growth and strategy.