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Fortna IT Support Specialist II in Hanoi, Indiana

Job Descriptions:

This position will be primarily supporting the company’s employee base and IT infrastructure via our ticketing system. This position will handle Tier 1 and 2 level tickets, supporting our end users and office networks, as well as assist with server and network maintenance when applicable. In addition, this position will be involved with IT projects and initiatives.


  • Supporting Fortna’s end users through the ticketing system, handling Tier 1, 2 and some Tier 3 elevated issues.

  • Creating and using Images to build laptops for associate use

  • Perform hardware swaps for malfunctioning machines and contact appropriate support channels to rectify issues with Fortna hardware

  • Administering IT services and tools

  • Administering Fortna’s data and document management systems

  • Administering Video Conferencing equipment for company updates and client meetings

  • Familiarizing and assisting with network and server devices and environments

  • Installing and testing of software and hardware upgrades

  • Troubleshooting and resolving system issues as they arise

  • Responding to operational needs and questions of Fortna Associates in a timely manner

  • Establishing network users, environments, directories and security measures

  • Conducting the separation procedures such as disabling all user accounts, backing up data, running and providing reports, and providing access to email and data when required

  • Perform IT Training sessions for new associates during onboarding, and ensuring associates receive demonstrations of software programs used at Fortna

  • Create documentation for Fortna systems and procedures

  • Responding to operational needs and questions of Fortna Associates in a timely manner

  • Identify opportunities for improving service delivery methods and procedures with direct supervisor

  • Identify ideas that can benefit of the department and the Company with direct supervisor

  • Remotely supporting English and German speaking Associates in other geographical regions of the world

Required Experience:

  • 4-year degree in information systems, computer science or related field or 2-year Associates/Technical degree or equivalent work experience

  • Experience in network or system administration in a corporate office environment

  • Experience in the setup and installation of Windows operating systems and MS Office products

  • Working knowledge of other programs such as Visio, Project, SharePoint, PRTG

  • Knowledge in internal communication tools

  • Proven success driving process improvements

  • Ability to document and communicate important items in a clear concise manner for the benefit of a non-technical audience

  • Ability to listen and respond to questions and issues in a positive manner

  • Ability to maintain complete confidentiality

  • Ability to respond immediately and consistently to critical issues

  • Willingness to take ownership of projects and job responsibilities with minimal supervision

  • Ability to motivate team and teach through positive examples

  • Team player mindset who willingly assists others whenever possible

  • Strong interpersonal, organizational, time management and problem solving skills

  • Ability to travel nationally and internationally

  • Ability to speak and write in English is a must

Keyword: IT Support Specialist

From: Fortna