Information Technology Support Specialist

2 weeks ago

Tampa, United States MiSource Full time

Position Overview:

The Level II Service Desk position is responsible for the configuration, troubleshooting, and monitoring of enterprise computing. This candidate will work to find resolutions, collaborate with team members, and provide exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary.


ESSENTIAL JOB FUNCTIONS:

  • Assist over the phones with tickets and general support
  • Install and configure hardware and software
  • Respond to tickets in accordance with SLA guidelines
  • Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
  • Respond in timely manner to requests and issues
  • Repair and replace equipment as needed
  • Provide onsite and remote support to end users
  • Assist in AV setups as needed for meetings
  • Set up new workstations for users (deploying equipment, checking over account setups).
  • Strong background of Windows and Mac OS devices
  • Ability to work in Active Directory
  • Create knowledge base articles for peers and internal customer staff
  • Understanding of internal control concepts and processes to mitigate risks.
  • Additional responsibilities as requested or required.

QUALIFICATIONS and EXPERIENCE:

  • Site support experience including related infrastructure technologies and complete site accountability
  • Self-motivated individual with desire to enhance their knowledge and continually develop their skillset
  • Strong customer service skills
  • Strong written and verbal communication skills at all levels
  • Able to multitask and operate in a fast-paced support break/fix environment
  • Ability to quickly diagnose and resolve customer computer related issues
  • Ability to work on tasks independently and assess and execute with minimal direction
  • Ability to serve as an escalation point for co-workers and single point of contact within IT (Information Technology) for an entire site
  • Understanding and application of service management methodologies
  • Understanding of current technologies and best practices in the information technology industry
  • Positive team attitude with ability and desire to help the team continually improve
  • Industry certifications are a plus

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