Information Technology Support Specialist

2 weeks ago


New York, United States Planet Technology USA Full time

*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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