IT Support Specialist

- Provide technical support and problem resolution to end-users using the BMC Track-It! ticketing system, e-mail, chat, and phone - Investigate end-user issues to identify their origin and determine suitable solutions; test and implement fixes - Administer end-user workstations while supporting activities on Microsoft Windows-based LANs and Azure Active Directory Domain Services, including remote locations - Install, configure, and maintain end-user workstations, Azure Host Pools, Azure Cloud Servers, Windows networks, file servers, network cabling, and related equipment - Perform software and application installations and upgrades primarily through Remote Help - Log necessary customer and problem information in the Track-It Ticket System; update ticket status with detailed journal entries and close tickets with comprehensive resolutions upon completion - Coordinate the timely repair of PC equipment under third-party vendor maintenance agreements - Assist IT personnel with hardware inventory management, warranty claims, software licensing, and equipment decommissioning - Develop and deliver training sessions for system users on operating systems and applications; support end-users in maximizing network usage - Maintain confidentiality regarding information processed, stored, or accessed on the network - Assist end-users at our Headquarters in Columbia, MO, and globally - Conduct computer orientation for new and existing end-users - Help IT personnel create materials for end-user FAQ lists and maintain documentation and procedures - Collaborate as a team member, contributing to discussions and process improvement initiatives - Perform other related duties as assigned