IT Specialist

Description

Job Title: Information Technology Specialist

Team: Information Technology

Reports To: IT Director

FLSA Status: Full-Time; Non-Exempt

Overview

Come join a dynamic, proactive team at Rock City Enterprises where innovation meets long-standing tradition. The IT Specialist plays a pivotal role in ensuring seamless technological operations across all our business entities and locations. From troubleshooting network errors and project implementation to network design and cybersecurity, the IT Specialist will have a hand in making sure every guest and partner has a memorable experience. 

What You’ll Do

• Provide Exceptional Technical Support
• Serve as the primary point of contact for internal technical support, delivering prompt, professional, and thorough IT support. Manage IT support requests and ensure all technical issues are resolved efficiently to minimize downtime and maintain operational excellence. 
• Champion Guest & Partner Experience
• Demonstrate Rock City Enterprises’ culture of excellence by delivering outstanding service to both internal partners and external guests to ensure systems are enhancing, not hindering, the guest experience.
• IT Project Coordination
• Collaborate with the IT Director, external vendors, and cross-functional teams to plan, execute, and monitor IT initiatives across the organization. Ensure projects are delivered on time, within scope, and aligned with organizational goals. 
• Implement Strategic IT Solutions
• Assist in identifying IT needs across the organization and develop solutions accordingly. Provide hands-on support for implementing these solutions to ensure smooth transitions for all users. 
• Manage Helpdesk Operations
• Monitor and respond to helpdesk tickets using designated software and track resolution times, identify recurring issues, and recommend improvements based on data gathered. 
• Coordinate closely with third party helpdesk providers to ensure seamless support coverage. Escalate issues appropriately when needed and maintain accountability for quality of service. 
• IT Data Analytics
• Compile, interpret, and analyze data related to helpdesk performance, hardware inventory, system downtime, lease schedules, system usage, etc. Present insights to leadership to inform decision-making and resource allocation. 
• Maintain IT Asset Lifecycles
• Oversee the procurement, deployment, tracking and retirement of IT assets across all locations. Ensure hardware and software are up-to-date, secure, and compliant with company standards. 
• Network Reliability and Security
• Design and maintain LAN/WAN infrastructure to support business operations. Implement and monitor cybersecurity protocols, ensuring compliance with PCI-DSS and internal policies. 
• Assist in developing and testing recovery plans to safeguard data and maintain operations during unexpected disruptions. 
• Support Retail IT Systems
• Act as subject matter expert for Point-of-Sale (POS) systems and retail technology. Provide troubleshooting, training, and support for users to ensure efficient sales operations. 
• Document Systems & Workflows
• Create and maintain detailed documentation of network architecture, IT procedures, and troubleshooting guides. Ensure documentation is up-to-date to ensure team continuity. 
• Continuous Improvement
• Maintain curiosity and consistently seek opportunities to improve systems, processes, security, or technological offerings. Stay up-to-date and informed on IT trends as it relates to the business and recommend innovations that align with company goals and initiatives. 
• Performs additional duties as needed
• Be able to maintain flexibility and shift priorities when needed to contribute to a high-performing, collaborative team environment. 

Requirements

Qualifications

Education & Experience

• Bachelor’s degree in Information Technology or related field
• 1-2 years of experience in an IT support role
• A combination of education and experience will be considered

Knowledge & Skills

• Strong communication skills and service-oriented mindset
• A+ certification or willingness to obtain certification within the first 6 months of employment
• Knowledgeable with VMWARE, Dell Switches, Cisco routers, Microsoft Windows Server, and MS Desktop Pro O/S.
• Fa