Information Technology Support Specialist
2 weeks ago
*No 3rd party recruiters*
Basic Function:
The role provides day to day first touch phone and walk-up support for IT hardware, software, and networking inquires coming from 2500+ global employees.
Essential Function:
First point of contact on all IT issues, quick response required
Follows Scripted IT handling/engagement procedures
Triages and categorizes instances and requests to ensure all tickets are properly documented and assigned
Uses remote support tools to further diagnose and troubleshoot remotely
Route issues not resolved on initial contact to the correct team for resolution
Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
Educates end users on self-service support tools and best practices
Assist in documentation of trends in incidents, recommending review of recurring issues
Assists in identification of trends in incidents, recommending review of recurring issues
Services supported include hardware (desktops/laptops, mobile devices, printers, file shares), Video conferencing, WAN and VPN networks and phones, business apps, Active Directory admin, and collab tools such as Office365 and email
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