Systems Specialist

at  Redwitz Inc

GDR Group is a growing, dynamic and innovative Technology Solutions Provider in Irvine, California serving Southern
California and remote client offices. We provide business-to-business technology solutions for today’s technology
dependent businesses. We are proud to be recognized by the Orange County Business Journal as one of the Best Places
to Work in Orange County, four (4) years running.
Description
The Systems Specialist performs a variety of hands-on, technical support responsibilities remotely and in the field requiring a
thorough working knowledge of information technology and infrastructure administration. This relates to all technology areas
including: workstations, servers, mobile devices, printers, networks, vendor specific hardware / software, and cloud solutions.

JOB DESCRIPTION - SYSTEMS SPECIALIST

• Review and complete work through service tickets and projects, as assigned by Service Delivery Manager or via workflow assignment.
• Enter all work notes in service or project tickets within ConnectWise ticketing system.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
  Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative relevant combination of education, experience and training that demonstrates the knowledge, skills and abilities to perform the essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelors Degree related to Business Information Systems preferred, and/or at least two (2) years of end-user support experience or equivalent combination of education and experience.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, CompTIA Network+, or CompTIA A+.
• Minimum 2-5 years of Helpdesk, Desktop Support experience and/or client-server environment.
• Interpersonal skills, such as: telephony skills, communication skills, active listening and customer-care.
• Analytical, critical and deductive reasoning required to troubleshoot network issues.
• Ability to multi-task, adapt to changes quickly while following processes and procedures, and take directions positively.
• Competent in communicating technical information to technical, as well as non-technical end-users.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organizations key IT Services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Strong working knowledge of the following:
• Windows Server (2008/2012/2016/2019)
• Windows 7, 8 and 10
• Networking Technologies
• Server/PC Hardware Diagnostics
• Cloud-Based and Virtualization Technologies
• Familiarity with ConnectWise, Kaseya, SonicWall Global Management System (GMS), IT Glue, desirable

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Requires local travel to client locations within a specified geographic region
• Provide excellent client support via telephone, email and in person for Tier 1 and Tier 2 tickets.
• Work closely with Engineering Services team, Client Services team, management team, and 3rd party vendors to resolve clients technology issues.
• Ability to troubleshoot and resolve technical issues including, but not limited to the following:
• Windows Server 2008/2012/2016/2019: Active Directory, DNS, DHCP, file shares, printing, etc.
• Windows 7/8/10
• Exchange Server 2013/2016/Office 365
• Common Client/Server applications including: QuickBooks, Sage, CRMs, etc.
• Office 365 OneDrive, SharePoint, Outlook, etc.
• Printers, scanners, fax devices
• Mobile devices (iOS, Android, etc.)
• Ability to troubleshoot and resolve networking issues including the following:
• SonicWALL firewalls including VPN and content filtering
• Basic networking troubleshooting DHCP, DNS, switches, wireless, etc.
• VOIP Internal or Hosted Solutions
• Make appropriate recommendations and follow-up in order to maintain clients productivity.
• Take personal initiative for completing tasks, communicating concerns, and mitigating risk.
• Initiate and maintain accurate and timely documentation as required by departmental procedures and Company policy.
• Perform timely and accurate scheduled maintenance and service tasks, as needed, for clients.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality service.
• Communication with clients, as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Ability to work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative relevant combination of education, experience and training that demonstrates the knowledge, skills and abilities to perform the essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelors Degree related to Business Information Systems preferred, and/or at least two (2) years of end-user support experience or equivalent combination of education and experience.
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, CompTIA Network+, or CompTIA A+.
• Minimum 2-5 years of Helpdesk, Desktop Support experience and/or client-server environment.
• Interpersonal skills, such as: telephony skills, communication skills, active listening and customer-care.
• Analytical, critical and deductive reasoning required to troubleshoot network issues.
• Ability to multi-task, adapt to changes quickly while following processes and procedures, and take directions positively.
• Competent in communicating technical information to technical, as well as non-technical end-users.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organizations key IT Services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Strong working knowledge of the following:
• Windows Server (2008/2012/2016/2019)
• Windows 7, 8 and 10
• Networking Technologies
• Server/PC Hardware Diagnostics
• Cloud-Based and Virtualization Technologies
• Familiarity with ConnectWise, Kaseya, SonicWall Global Management System (GMS), IT Glue, desirabl