Position: IT Support Specialist Location: Onsite (Monday - Friday, 8:00 am - 5:00 pm) Contract: 12-month contract-to-hire Position Overview: We are seeking an IT Support Specialist with expertise in Cisco Call Manager and Active Directory. This new position is a priority hire, and the client is looking to move quickly. In this role, you will provide essential first-level support for troubleshooting software, hardware, and telephony systems, escalating more complex issues to appropriate IT specialists when needed. A solid understanding of Cisco Call Manager is preferred, though experience with other phone systems will be considered. Key Responsibilities First-Level Support and Escalation Serve as the initial point of contact for troubleshooting issues related to software, hardware, and telephony. Escalate complex issues to Tier 2 and Tier 3 specialists as needed, ensuring high client satisfaction and clear communication. Technical Troubleshooting Diagnose and resolve issues within desktop and network environments, utilizing systematic troubleshooting techniques. Prioritize client satisfaction through prompt and effective problem resolution. Ticketing System Management Utilize and manage the Cherwell ticketing system to log, monitor, and assign tickets. Ensure timely resolution and follow-up on escalated issues. Technical Proficiency Provide support for applications, including Cisco Call Manager, Active Directory, VPN software, Windows OS, and Microsoft Office Suite. Troubleshoot devices such as computers, printers, scanners, and telephones. Hardware and Software Deployment Conduct system upgrades, installations, and configurations while ensuring compliance with corporate IT standards. Maintain asset management protocols and enforce security policies. Network and Security Support Configure network components, such as firewalls, and monitor for cybersecurity threats. Implement network security measures in alignment with organizational policies. Emerging Technologies Utilize Microsoft Intune for device and application management across mobile ecosystems. Experience with document management tools like ApplicationXtender is a plus. Documentation and Knowledge Management Develop service documentation and procedural guides to enhance knowledge sharing within the service desk team. Proactivity and Multitasking Manage multiple tasks efficiently, addressing pending service requests promptly. Support additional IT department objectives as needed. Qualifications Education : High school diploma required; Associate's degree or certifications (A+, N+, MTA) preferred. Experience : Proven experience with Cisco Call Manager and Active Directory required. Other phone system experience may be considered. Technical Skills : Proficiency with Active Directory, Cisco VoIP, VPN, Windows OS, and cybersecurity fundamentals The client is eager to fill this role quickly, so interested candidates are encouraged to apply soon. If you have questions or require additional information, please reach out directly.