Authentix
Information Technology Support Specialist
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Information Technology Support Specialist
IT Support Specialist (On-site)
Location: Consett, UK Division & Department: Corporate Services, IT Reports to: Manager, IT Operations
About Authentix
All Authentix employees uphold our Company Values, embodying:
- Dedicating ourselves to our customer’s success
- Compete and win with integrity
- Create innovative solutions with science and technology
- Team and collaboration with accountability
Job Summary
The IT Support Specialist will own and manage all support tickets, ensuring meet or exceed objectives while delivering a world-class experience to Authentix personnel. Responsibilities include maintaining high-quality stable services, addressing helpdesk needs, and supporting key IT resources. The role involves collaboration with Senior IT Staff and across all departments.
Key Responsibilities
Technical Support & Troubleshooting
- Provide desktop, user, and permissions support
- Proficient in troubleshooting Windows 10 & 11
- Troubleshoot Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
- Printer and driver installation support
- Coordinate with Senior IT Staff for Windows Updates, software deployments, and policy rollouts
Hardware & Software Support
- Install and configure computer hardware, OS images, and custom software
- Troubleshoot application/hardware issues as additional support for Senior IT Staff
- Support HR onboarding/offboarding processes
- Manage workstation deployments (including phones, speakers, and peripherals)
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Documentation & Reporting
- Maintain detailed documentation (ticket history, system logs, change logs)
- Update IT asset inventory regularly
- Weekly/monthly reporting on ticketing, asset management, and IT initiatives
Vendor & Project Support
- Open and manage vendor tickets (for outsourced hardware support)
- Support cross-department needs and specialized software integration
- Assist in annual IT projects led by Senior IT Staff
User Interaction
- Provide face-to-face, email, phone, or text support for system setup/resolution
- Collaborate with Senior IT Staff to resolve user requests efficiently
- Deliver high-level support to internal and external customers
- Prioritize and manage multiple open cases effectively
- Handle high-volume email correspondence and follow-ups
Experience & Skills
Required
- 1+ year of IT support or Help Desk experience
- Ability to communicate technical concepts to both technical and non-technical audiences
- Excel in written and verbal communication, including in-person, video, and phone interactions
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Preferred (Not Mandatory)
- Familiarity with OneDrive, MS 365 Portal, technical training delivery
- Creating How-To videos for internal staff
- Experience with audio-visual equipment and technical meeting rooms
Key Abilities
- Adaptability to changing environments and new skills
- Proactive process improvement (Lean, Agile, Scrum knowledge beneficial)
- Multi-tasking (managing concurrent projects, outsourcing effectively)
- AS-IS and emerging information systems knowledge
- Strong planning, organizing, and prioritization
Work Requirements
Physical & Environment
- Primarily works in an office setting (standing/sitting, occasional bending/lifting up to 25 lbs)
- Handles stress from interdepartmental interaction and deadlines
ADA Compliance
Authentix complies with ADA and ADA Amendments (2008) and provides reasonable accommodations where feasible.
Equal Opportunity Employer
Note: This job description does not constitute an employment offer.
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