Freelance Overnight IT Support Specialist - Spectrum News

The Freelance IT Support Specialist role is to support our end users with in-house computer systems, desktops, laptops, applications, and peripherals. This includes working directly with end users, gathering information, troubleshooting, seeking outside help if needed, installing, diagnosing, repairing, maintaining, and upgrading all hardware, applications, and equipment while ensuring optimal end user experience. This position will also troubleshoot problem areas in a timely and accurate fashion and escalate issues as needed. Provide end user training and assistance via in-person, phone calls, web meetings, and remote assistance where required and document issues and resolutions via the ticketing system.

• Support end users with equipment, applications, and other IT related needed resources.
• Receive, prioritize, respond to, document, and actively resolve end user PC, Mac, hardware, and application requests via ticketing system, calls, and walk-ups.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Continuous cybersecurity patching, updates, and upgrades using reporting and keeping spreadsheets updated with latest status.
• Accurately document instances of hardware or software failure and repair.
• Work on projects with team members and meet deadlines and goals.
• Work with the Dalet and Engineering team to assist with upgrades, installs, triaging, and troubleshooting.
• Use various tools and reporting agents to track down and patch any security vulnerabilities on our clients and servers. This will require occasional late nights or early mornings at times.
• Support of remote users implementing remote tools to troubleshoot and resolve end user issues.
• Assist the Systems Engineers with reporting on and patching servers.
• Create scripts, push updates and security patches, and design reports in order to track patches and keep clients up-to-date.

Operations (Tactical Responsibilities)

• Triage incoming tickets, calls, and walk-ups and find best path of resolution.
• Work with end users to identify and deliver required needs.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of complex computer/application problems for a variety of end users, and recommend and implement corrective hardware/software solutions as needed.
• Maintain an inventory of all computers, monitors, printers, print toner, and other peripheral equipment.
• Monitor and test PC performance and provide PC performance statistics and reports.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Document resolutions via ticketing system.
• If necessary, liaise with third-party support for hardware equipment and software vendors.
• Actively continue learning new applications, skills, and technologies.

PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge

• Exceptional people skills.
• Demonstrable basic technical knowledge of computer (PC/Mac) hardware.
• Hands-on application and hardware troubleshooting experience.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation and explain in non-technical terms.
• Ability to conduct research into PC/Mac issues and products as required.
• Ability to work under pressure and meet given deadlines.
• Ability to adapt to changing situations/environments/technology.
• Ability to work alone, as a team, and with vendors for given tasks.
• Must be teachable and know when to say "I don't know" and get help.
• Ability to read, write, speak and understand English.
• Spectrum Networks is a 24/7 operation. Weekend and evening availability a must. There is a rotating schedule.