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IT Support Specialist
2 months ago
Position Overview:
The IT Support Specialist will be responsible for providing comprehensive support for employee computers and endpoint devices, resolving software and hardware issues, and managing an IT support ticketing system. This role also includes game-day IT support responsibilities for major events (Concerts, Soccer Games, College Football, NFL). The ideal candidate will be a proactive self-starter with exceptional IT technical skills, strong interpersonal abilities, and proficiency in critical thinking and problem-solving. This position reports to the Sr. Manager of IT Operations.
Duties & Responsibilities:
- Deliver outstanding customer service to all employees, maintaining a high level of professionalism.
- Act as the main point of contact for technical support, utilizing a ticketing system to record all requests and incidents through various channels (phone, text, email, IM, in-person).
- Establish and monitor Service Level Agreements (SLAs) and metrics to assess service desk performance, including response time, resolution time, and customer satisfaction.
- Implement and uphold IT service management practices based on industry frameworks such as ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology Service Management).
- Document and update training guides for the knowledge base for internal teams and end users.
- Manage various components of Microsoft Office 365 and Azure Active Directory.
- Maintain an inventory of all hardware endpoint devices.
- Develop and maintain documentation, including troubleshooting guides and IT standard operating procedures.
- Install, configure, and troubleshoot software and hardware.
- Analyze trends to proactively prevent future issues and alert management to emerging patterns in incidents.
- Adhere to organizational standard operating procedures and IT policies to ensure employee compliance and enforcement.
- Ensure that no unauthorized software is installed on devices.
- Perform additional duties as assigned.
Required Education and/or Experience:
- 5+ years of experience in a related field.
Requisite Abilities and/or Skills:
- Comprehensive understanding of technology with the capability to effectively simplify technical terminology and concepts for non-technical individuals.
- Enthusiasm for sports coupled with a solid knowledge of information systems.
- Proven experience in delivering outstanding customer support.
- Proficiency in supporting conference room technology and audio/visual systems.
- Strong foundation in networking basics, including troubleshooting TCP/IP, packet captures, and traces.
- Proficient in using Microsoft Active Directory, Office 365, Apple products, and mobile devices.
- Demonstrated knowledge or practical experience in information security best practices.
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