Summary:
ASM Global, the leader in privately managed public assembly facilities, has an immediate opening for an IT Support Specialist at the
Huntington Convention Center of Cleveland. The IT Support Specialist is responsible for analyzing and troubleshooting computer problems for employees, fulfilling new hardware, software, and peripheral requests. This position serves as EBMS (Event Management Software) front end system administrator responsible for the upkeep, configuration, and reliable use of the software by all Facility users. The IT Support Specialist also assists the IT department in project specific support as assigned.
Essential Duties and Responsibilities
- Serves as first, point-of-contact for Facility network users when they experience technical problems.
- Coordinates and manages the basic entry level IT needs for all internal staff. Includes troubleshooting basic problems, providing technical support, resolving account and password problems, uninstalling/installing software, and assisting with proper hardware and software setup.
- Responsible for managing copy/print services and configuring laptops, desktops and cell phones for internal staff.
- Provides frontline support for high-speed Internet customers, staff and guests at the Facility, traditional ISP based customers (hosting, ISDN, DSL, dedicated circuits), and telecom repair services.
- Facilitates effective communication across IT, internal staff and customers/clients.
- Provides IT services to the clients of the Facility aligned with those of a first-class Facility.
- Identity Management (Active Directory and security/access integrations).
- Assists with complex and high-priority IT support issues.
- Maintains IT department FFE asset log.
- Assists with email, phone and business applications.
- Assists IT department with IT related tasks as needed for Events.
- Records preventative maintenance programs and works through the use of the Facility Preventative Maintenance Software (Altum).
- Performs daily maintenance as needed on office computers, laptops, computer devices and cell phones.
- Serves as EBMS front end system administrator responsible for the upkeep, configuration, and reliable use of the software by all Facility users. This role monitors the performance of EBMS (event management software) and maintains performance records. Provides first level support to internal staff and users of EBMS.
- Performs other duties as assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.
Education and/or Experience
- Two years' experience in a technical support role or similar support role is preferred.
- High school diploma or GED with relevant work experience required. Bachelors/Associate degree preferred.
- Cisco and Microsoft certifications are preferred.
- Experience and competency with common operating systems and ability to walk staff and customers through pre-defined settings for troubleshooting.
Skills and Abilities
- Excellent communication, problem-solving, decision-making and organizational skills required.
- Ability to effectively manage many conflicting priorities at one time.
- Must be able to work under limited supervision.
- Ability to work in a team environment and interact with all department levels and staff.
- Professional presentation, appearance and work ethic.
- Computer knowledge proficiency and troubleshooting ability includes but not limited to Microsoft Office 365, DNS, Microsoft Outlook and optimum settings.
- Proficient with Internet related connectivity and solutions.
- Familiar with basic telecommunication industry and medians.
- Basic knowledge of IP based networking and services.
- Basic knowledge of TCP/IP and basic routing required.
- Knowledge of Cisco IT equipment; switches, router access points, phones are preferred but not required.
- Familiarization with EBMS business application or similar software is preferred but is not required
Physical Demands and Walking Conditions
This position is subject to substantial standing and walking, sitting at computer; not substantially exposed to adverse conditions. This position typically performs office related functions in standard office setting. Activities can occur both inside and outside the Facility; some seasonal cold, heat and humidity. Must be able to work long hours, weekends and/or nights as events and other duties dictate. Exposure to dust and loud noises, although limited.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Note: The essential responsibilities of this position are described under the heading above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages woment, minorities, individuals with disabilities, and protected veterans to apply. VEVRAA Federal Contractor.