IT Support Specialist

What the role involves:

As an IT Support Specialist at IOHK, you will provide comprehensive help desk support, addressing technical issues and inquiries from end-users while also leveraging networking skills to troubleshoot and resolve connectivity challenges. This role involves delivering timely and effective solutions to ensure seamless IT operations, fostering a positive user experience. The specialist will also be required to visit office locations periodically to assist with on-site support, installations, and maintenance of IT infrastructure. By combining remote and on-site support efforts, the IT Support Specialist will play a key role in maintaining optimal system performance and contributing to the overall efficiency of the organization’s technology environment.

1. Help Desk Support: Provide first-line support for technical issues via phone, email, and chat, ensuring prompt resolution of user inquiries and concerns.
2. Troubleshooting: Diagnose and resolve hardware, software, and networking issues, utilizing both remote and on-site support methods.
3. Network Support: Assist in the configuration, maintenance, and troubleshooting of network devices and connections, ensuring reliable connectivity for all users.
4. User Training: Educate end-users on IT systems, software applications, and best practices to enhance overall user proficiency and satisfaction.
5. Documentation: Maintain accurate records of support requests, resolutions, and IT inventory, ensuring clear and accessible documentation for future reference.
6. On-Site Visits: Conduct periodic visits to office locations to perform installations, upgrades, and maintenance of IT equipment and infrastructure.
7. Security Compliance: Ensure adherence to IT security policies and procedures, assisting in the implementation of security measures to protect organizational data.
8. System Monitoring: Monitor system performance and user feedback to identify recurring issues and suggest improvements to enhance IT service delivery.
9. Project Assistance: Support IT projects and initiatives by providing input on technical requirements and assisting with implementation efforts as needed.

The above list of responsibilities is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

Expected outcomes 

1. Improved User Satisfaction: Enhanced end-user experience through timely and effective resolution of technical issues, leading to increased productivity and morale.
2. Reduced Downtime: Minimized system and network downtime as a result of proactive troubleshooting and prompt support, ensuring continuous operations for the organization.
3. Efficient IT Operations: Streamlined IT processes and support workflows through the effective use of help desk software and documentation practices, resulting in quicker response times.
4. Enhanced Technical Knowledge: Increased overall IT knowledge within the organization as the specialist trains users on best practices and new technologies.
5. Stronger Network Reliability: Improved network performance and reliability through effective management and troubleshooting of connectivity issues.
6. Support for IT Projects: Successful contribution to IT initiatives and projects by providing on-the-ground support and technical expertise during implementation phases.
7. Compliance with Security Protocols: Strengthened adherence to IT security policies and protocols, contributing to the protection of organizational data and systems.

Requirements

Who you are:

1. Customer Service Orientation: Strong commitment to providing exceptional support and fostering positive relationships with end-users, ensuring their needs are prioritized and addressed effectively.
2. Problem-Solving Skills: Ability to analyze technical issues quickly and develop efficient solutions, demonstrating critical thinking and resourcefulness under pressure.
3. Communication Skills: Excellent verbal and written communication abilities, allowing for clear and effective interaction with users of varying technical backgrounds.
4. Adaptability: Flexibility to learn new technologies and processes rapidly, adapting to changing IT environments and user needs while maintaining a proactive approach to support.

Specialist Skills

1. Proficient Troubleshooting: Strong ability to diagnose and resolve hardware and software issues across various operating systems (Windows, macOS, Linux) and applications.
2. Networking Fundamentals: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, and experience with configuring and troubleshooting routers, switches, and firewalls.
3. Help Desk Software Proficiency: Familiarity with help desk ticketing systems and remote support tools (e.g., Zendesk, JIRA) to manage and track user support requests efficiently.

Benefits

1. IOG is a fully distributed organization but due to the nature of this role providing remote and in person support, you will need to reside within a 30 minute drive from our Headquarters based in Longmont, Colorado. 

The base salary for this position has a range of $65 up to $75k per year at the commencement of employment. Any offer is determined by overall experience and performance during the interview process. This is only part of the total compensation package.

All Employees

1. Laptop reimbursement
2. New starter package to buy hardware essentials (headphones, monitor, etc)
3. Learning & Development opportunities

US Employees

1. Medical, Dental, and Vision benefits coverage through Anthem for the employee and dependents
2. 401k
3. Health Savings Account
4. Life Insurance