IT Support Specialist

Position Overview:

The IT Support Specialist provides staff technical support and assistance to all PHS Business Areas and works in environments both onsite and virtual. This role involves troubleshooting hardware and software issues, managing user accounts and permissions, supporting day-to-day IT operations, and assisting with the implementation of system enhancements and upgrades. The IT Support Specialist interacts with employees at all levels and provides frontline IT Help Desk support for the organization.

Primary Responsibilities:

• Help desk support Respond to requests for technical assistance from PHS staff via phone, email or in person. Manage the helpdesk system and life cycle of a support ticket - document, assign, and escalate issues to appropriate internal and external resources as necessary. Effectively research solutions to technical problems via online searches, calls or emails to external resources until resolution is achieved.
• Provide administrative support for various systems and software where necessary to create/edit/terminate user accounts and network identities in Active Directory, Office 365 Admin Center, Exchange Admin Center, and other directories. Maintain accurate records and communicate with HR, Administration, Finance, and other departments as part of the process.
• Lead IT onboarding process and conduct one-on-one technology orientations to ensure efficient use of standard technologies and a positive new hire experience.
• Oversee setup and configuration of new laptops, desktops, and tablets for delivery to staff. Produce standard system image sets for rollout devices as assets are acquired and replaced. Maintain image sets to support changing business requirements. Archive data device retirements and assist with responsible recycling and disposal of tech equipment.
• Provide desktop support for Windows and MacOS platforms. Assist with the installation, configuration, and maintenance of computer systems and network peripherals. Perform routine system maintenance such as system updates and patches including minor laptop repairs and upgrades. Troubleshoot connectivity issues for remote staff accessing Remote Desktop Services and Virtual Private Network.
• Establish good working relationships with internal staff and external partners. Develop adequate understanding of supporting toolsets and their association to various PHS processes.
• Provide server/network support and maintenance with external support partners to maintain PHS s onsite datacenter. Collaborate with the IT team/partners to enhance computer management processes. Assist in the analysis and deployment of new services and solutions.
• Create and maintain a knowledge base of help and how-to materials, i.e., user guides, FAQs, instructional aids, and recorded tutorials, to help users resolve issues independently. Develop and update IT administration and operational guides and track IT asset inventories and assignments (hardware and software).
• Implement and enforce IT security policies and procedures. Promptly respond to and escalate reports of suspicious email, malware, and cybersecurity threats.

Qualifications/Specifications:

Minimum degree required: Bachelor's Degree in Computer Science, Information Systems, Engineering, Business, OR technical discipline and/or equivalent experience shown below.

Years of experience: 2 years working knowledge of the following:

• Microsoft Server including Active Directory Users and Computers, Security groups, Distribution groups, Group Policy, MS Office 365, EAC, Entra ID administration.
• Windows/Microsoft 365 environment proficient in standard Office Suite applications including Teams, OneDrive and other 3^rd party collaboration tools and extensions. Understanding of database concepts and standards, antivirus, and malware control.
• Hardware and hardware configurations including smart devices, Voice over Internet Protocol (VoIP) solutions and understanding of networking systems and network topography.
• Familiarity with Multi-Factor Authentication tools (DUO, Microsoft Authenticator) and Help Desk ticket management systems (Spiceworks Cloud Help Desk).
• Proven experience in a customer-focused technical support or IT Help Desk role.

Licenses/Certifications: Current IT certifications OR continuing education of IT knowledge skills and abilities (preferred).

Driver's License: Not Required

Knowledges, Skills, Abilities required for success:

• Demonstrated technical acumen and problem-solving abilities.
• Proven ability to manage complex tasks with attention to detail.
• Ability to communicate complex technical information in a clear and concise manner.
• Proven record of high focus on internal customer needs and satisfaction.
• Excellent written, verbal and listening skills.
• Ability to manage changing priorities.
• Ability to work independently, be trustworthy and reliable.

Physical Demands: This is largely a sedentary role that requires looking at a computer screen for extended periods of time; however, some physical demands are required.

Standard Hours (including travel, evening, and weekend hours): PHS standard office hours are 9 AM to 5 PM at team member's designated workspace. Some teams and positions work alternate hours because of the nature of their role at PHS. Your Business Unit's Working Norms document will identify alternative hours, if applicable.

Flower Show Requirements: Hours preparing for the show and the duration of the show may not follow your regular work schedule. Your Flower Show schedule will depend upon your regular position or your temporary position supporting the Flower Show. You may be required to stand for long periods of time, do extensive walking, and lift up to 25 pounds.

EEO NOTICE:
At PHS, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.