About the job

Reporting to the Director of IT Services and based in Jacksonville, FL, this position will provide technical support in a 7x24x365 environment for our offices and distribution center users. Support will range from routine to complex, and the selected candidate will participate in projects requiring analysis and system administration. S/he will develop standard procedures, processes, and user materials, provide systems recommendations, complete software and hardware benchmarking, install software/updates, and assist users and peers with systems-related training. This position requires up to 35% to travel to our remote locations within the US.

Key Responsibilities

• Work closely with members of the Nivel IT team, Service Desk, and internal and external users to resolve all IT support requests.
• Troubleshoot, isolate, and diagnose common network/systems problems alone or as part of a team.
• Provide support functions for client-end systems in-house and remote, including design, development, troubleshooting, diagnosis, and problem resolution. Follow-through until problems are resolved.
• Define and implement processes within the support environment.
• Participate in and lead organization-wide software upgrades and systems enhancements.
• Identify and implement systems/software/process improvements.
• Work in a team environment with the ability to function with independent discretion during rotating shift work.
• Document and share with the team Solutions and Procedures.
• Complete assigned projects with minimal supervision.
• Build and maintain Windows 11 images and support Windows 10 on desktops and laptops.
• Support other IT teams on an as-needed basis.
• Perform all other related tasks based on the needs of the organization.

Skills and Experience

• Associate’s or bachelor’s degree in IT preferred; may consider 6+ years of relevant experience in place of a degree.
• Demonstrated experience with Windows Desktop Operating Systems (Windows 10 and 11).
• Ability to work in a fast-paced support environment that may require extended hours and rotational support.
• Participate on a 24x7 On-Call rotation.
• Proven technical experience troubleshooting or supporting various issues with End Points.
• Prior experience supporting Microsoft Office 365 Suite and Azure.
• Knowledge of MAC OSX and MAC hardware and support of these devices is desired.
• Experience deploying and managing End Points in a large facility, at remote locations, and for remote users is strongly desired.
• Strong technical proficiency in the following areas: Windows 10, Active Directory, Azure, Microsoft Office 365, Printers, Desktops, and Laptops.
• Quick learner with strong analytical, problem-solving skills and follow-up skills.
• Strong verbal and written skills.
• Driven by customer service and satisfaction, all users and vendors are treated tactfully and courteously.
• Ability to deal with ambiguity and identify/communicate areas for improvement within the existing workstation environment.
• Travel required 20%.