Information Technology Support Specialist

4 weeks ago


Louisville, United States Randstad Digital Full time
  • Fully on-site position in Louisville, KY
  • Unfortunately, TPV/Sponsorship/C2C not supported by this contract/contract-to-hire role.
  • 8a-5p Monday - Friday


About You:

  • You are a highly collaborative, strategic risk-taker driven to make a difference and change the face of healthcare. You thrive in a supportive, result-oriented community and are committed to the relentless pursuit of continuous growth. You are highly agile, excel in fast-paced environments and willing to push outside your comfort zone. You are ready to find your purpose at work

Requirements:

  • Great customer service and communications including Executive support
  • IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking
  • Operational Discipline : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plus
  • Highly motivated , self-reliant and great team player. Some of these roles will have a remote Client manager.
  • These are all full time onsite critical worker roles.
  • This is an onsite role supporting local and remote employees
  • Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance
  • SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.
  • Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required
  • Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users
  • Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
  • Follow up on outstanding incidents/requests to provide better customer satisfaction
  • Provide walk-thru customer first service, interact with our end user base
  • Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services
  • Complete ticket logging/classification/categorization correctly and efficiently
  • Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service
  • Maintain appropriate stockroom level by adhering to procurement and asset inventory process
  • Act as escalation point for any IT related issues
  • Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking
  • Strong Customer Service, collaboration and communication skills
  • Technical Knowledge of Audio Visual and Conference technology a big plus
  • Working knowledge of Service Management (ITIL) and use of Service Now
  • Disciplined approach to following operational processes
  • Provide first-level on-site deskside IT support of customers’ software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.
  • Respond to requests and document tickets in Service Now following Client’s policy and procedures.
  • Perform software installations, upgrades, and configure customer-specific software.
  • Review team’s current processes and recommend process improvements.
  • Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.
  • Train users and communicate policies and standards to improve software performance and customer service.
  • Act as a technical resource for Information Technology support coordinators.
  • Serve as contact in providing on-site customer service and moderately complex technical support to internal partners and vendors.
  • Deskside services – image computers, prep computers, manage, distribute, and collect inventory (need organization skills), work with Dell on damaged equipment, etc.
  • Support 400-500 people
  • Metrics: timeframes to complete, timeframe to pick up tickets/request tickets

Education/Experience:

  • High school diploma or equivalent. Bachelor's degree in Computer Science, MIS, or related field preferred. 5+ years of technical support experience. Knowledge of Windows operating systems required and ServiceNow experience a plus.

Required Skills/Experience:

  • Sr. Level experience
  • Large Enterprise/corporate environment
  • Excellent customer service/soft skills required
  • Windows 10, Cisco VPN, MS Office Products etc.

Preferred Skills/ Experience:

  • ServiceNow Ticketing
  • A+ Certified Preferred
  • Inventory management


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