TITLE:  IT Specialist II                

REPORTS TO:  IT Manager    

POSITION SUMMARY:  The IT Specialist II manages a variety of IT functions, providing comprehensive support, planning, and administration. The role involves troubleshooting and resolving technical issues for end-users, managing network and system infrastructure, and contributing to strategic IT initiatives. This position requires strong collaboration skills to work with users, management, and other departments to ensure efficient and secure operations.

THE KEY COMPETENCIES FOR THIS ROLE INCLUDE: 

• Problem Solving – troubleshooting unique problems whether system or user related will be a daily occurrence.

• Communication & Interpersonal Skills – working and communicating well with individuals who have limited technical knowledge or experience will be critical to solving their problems.

• Technical – ability to efficiently and effectively setup computers, learn and manage software, and have sufficient competencies in Microsoft Office Suite, Google Workspace, Jumpcloud MDM, Okta SSO, Ticketing Systems(Jira, Zendesk etc.) and system administration will be required.

• Creativity – some problems require a unique viewpoint to arrive at the best solution given the circumstance.  We don’t believe in 1-size fits all solutions so approaching work with a creative eye will be highly valued and allow for further success inside Arivo.

DUTIES AND RESPONSIBILITIES: 

• Helpdesk responsibilities

  • Troubleshoot and Train end users as well as new team members.

  • Identify and investigate issues that are caused by user error, system error, or permissions error and assist in correcting those issues.

  • Answer reports from users regarding systems problems; troubleshoot, debug, repair systems.

  • Provide information to assist in resolving system errors requiring further development by the Product Management/Software Development departments.

  • Escalate unresolved issues to the necessary teams as needed

• Document ticket actions and standard operating procedures within a ticketing system.

  • Maintain detailed documentation of systems, configurations, and procedures.

  • Prepare technical reports and present findings to management.

• Maintain, track, distribute, and assign inventory items to individuals as needed

• Setup workstations and accommodate workstation moves when necessary

• Maintain functionality of equipment including computers, monitors, printers, and scanners

• RBAC Responsibilities 

  • Define Roles and Permissions

  • Assign Access Rights

  • Enforce Least Privilege

  • Review and Audit Access

  • Maintain Role Hierarchies

  • Coordinate with HR/Management/Compliance

  • Automate Provisioning/Deprovisioning

• Assist in networking and related infrastructure tasks such as implementing updates, patches, and security configurations.

• Strategic planning

  • Evaluating emerging technologies for potential adoption. 

  • Contribute to IT strategy and long-term infrastructure planning. 

  • Recommend improvements to enhance system performance and reduce costs.

• Serve as a key support role in IT projects such as system upgrades, network expansions, or MDM migrations.

• Provide additional assistance and value as required according to talents, experience, abilities and knowledge

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Applicants must be 18 years or older and be authorized to work in the U.S., have a valid driver license and professional appearance.

• AS degree in a related technical discipline, or the equivalent combination of education, technical certifications, training and/or work experience.

• 2-4 years of enterprise-level IS/IT related experience+

• Ability to work irregular hours and assume on-call responsibilities on rare occasions

• Ability to interact with both business and technical teams

• Obtain knowledge of implementing and effectively developing helpdesk and IT operations best practices

• Excellent written communication, problem solving and process management skills and understanding of customer service processes

• Ability to multi-task and manage competing priorities

• Strong time management and project management skills

All employees must adhere to the below Company Values:

Respect: We treat everyone with genuine care and concern

Intelligence: Intelligence means we’re able to learn, grow and adapt.

Greatness: We are consistently exceptional in our work and continually improve.

Honesty: We keep our commitments, tell the complete truth and act with integrity

Teamwork: We understand the responsibilities of teamwork and are determined to pull our own weight.

EDUCATION and/or EXPERIENCE:
Associates degree or equivalent work experience/education

COMPUTER SKILLS:
 Microsoft Office Products, Hardware and Network Knowledge, Microsoft Active Directory, Linux and Windows Servers, Cloud Network Computing Administration, Command Line Interface

PHYSICAL DEMANDS:
While performing the duties of this job the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 25 pounds.

WORK ENVIRONMENT:
Our offices are relatively open encouraging a collaborative effort but individual work spaces are provided with locking drawers.  The building itself is secured as the information being handled is sensitive and confidential.  Ambient noise will consist of phone calls, discussions, and other office-related work, but the overall noise level is not excessive.  Dress is relatively casual but employees are expected to dress and act in a professional manner and the company’s dress code is strictly enforced.

NOTE:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with this job.  While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job and to require that additional or different tasks be performed as circumstances dictate.

I have carefully read and understand the contents of this Job Description.  I understand the responsibilities, requirements and duties expected of me.  I also understand that this Job Description does not constitute a contract of employment nor alter my status as an at-will employee.  I have the right to terminate my employment at any time and for any reason, and the Company has the same right.