IT Support Specialist I

** IT Support Specialist I**

**Job Category****:** Information Technology **Requisition Number****:** ITSUP01545 Showing 1 location **Job Details**

**Description**

* Monitor incoming service requests and ensure requests and calls are logged properly and promptly in ServiceNow.

* Provide corporate, sales and construction users in Austin and San Antonio with technical support on-site, from the New Braunfels General Office.

* Provide remote support to our Houston and Dallas General Offices as well as other field offices over the phone, via email, or by utilization of remote assistance tools.

* Provide technical support for internet and network related issues.

* Provide technical support for mobile operating systems such as iPhone and Android.

* Provide technical support for other Microsoft programs and services such as OneDrive, Skype for Business Client, Microsoft Teams, SharePoint, and other Office 365 tools and services.

* Provide technical support for Skype for Business phones and provide users with basic operation.

* Deploy computers utilizing Microsoft Intune and autopilot.

* Perform computer repairs, correct printing and scanning issues, and address network outages with critical deadlines.

* Provide technical support for in-house applications and services.

* Install and support other 3rd party software tools.

* Install and support Autodesk products such as AutoCAD Architecture, AutoCAD LT, 3DS Max, Civil 3D, Design Review, DWG TrueView and other AutoCAD plugins.

* Install and support Adobe Creative Cloud for Teams programs such as Adobe Creative Cloud, Photoshop, InDesign, Illustrator, Adobe Professional, Adobe Acrobat DC and Adobe Reader.

* Participate and assist in hardware and software rollout projects.

* Serve as liaison to the Service Desk Team communicating with the Infrastructure team more complex and involved issues after proper escalation of issue.

* Collaborate with the Service Desk Team and help promote cross-training and improvement of skills.

* Provide new hires with basic introduction to network resources and the services of the Service Desk and do routine customer service checks and follow ups with new hires and hiring managers.

* Assist in creation and maintenance of ServiceNow knowledge base articles.

* Assist with auditing and managing of computer assets.

* Responsible for completing and following through with a list of assigned tasks and projects within specified timelines.

* Available to travel to Houston and Dallas with little notice for important assignments and events.

* Assist with monitoring of ServiceNow ITIL dashboard and Service Desk queues and reports.

* Ability to read, analyze, and follow through with assignment guidelines and instructions.

* Responsible for logging all user interactions and team communication using the power of ServiceNow.

* Continuous improvement of skills through team collaboration and focus training sessions.

* Assist with housekeeping activities such as organization of storage room and a clean Service Desk area.

* Comply with departmental and team lead initiatives.

**Qualifications**

* High School Diploma or equivalent required; Associates Degree in IT-related field preferred.

* Requires at least 5 years of relevant support role experience.

* Familiarization with IT Service Manager (ITSM) required, ServiceNow experience preferred.

* Understanding of IT Service Desk practices with strong emphasis on customer service.

* ITIL training and ability to implement successful processes.

* Ability to analyze critical tasks, assess severity of the issue, and respond to users request in a timely fashion.

* Understanding of network wiring and small office network configurations.

* Familiarity with Microsoft Azure AD Joined and Hybrid Joined.

* Basic knowledge and familiarity with Microsoft Endpoint Manager Admin Center and Azure Active Directory Admin Center and Secure Group

* Experience working with Azure Active Directory managing user and devices.

* Experience working with Active Directory managing user accounts and access.

* Support experience of Microsoft Office 365 products such as Word, Excel, PowerPoint, and Outlook.

* Support experience of Autodesk products such as AutoCAD, AutoCAD LT, Civil 3D, and 3DS MAX.

* Support experience of Adobe products such as Creative Cloud, Photoshop, Illustrator, InDesign, and Adobe Professional.

* Experience setting up and troubleshooting Xerox, Sharp, Epson and Brother multifunction devices.

* Must have immediate availability to communicate when required by the company via employee-provided technology that is compatible with company systems and using data access supplied by the employee. (No reimbursement is provided for employees choice of technology or for employees data usage).

* Current, valid Drivers License and reliable transportation.

* Ability to lead and mentor others through best practices.

* Ability to work under minimal supervision.

**Work Availability**

* Regular, predictable attendance is an essential function of this position.

* Must be regularly available and willing to work at least full workdays from Monday through Friday and such other hours as the Company determines are necessary or desirable to meet business needs.

* This position also requires periodically being available to support local and field users after hours, weekends (on call) and Holidays. The employee may be on call an average of one week per month.

* While on call, the employee will need to answer telephone calls from the Companys computer users to the Companys Service Desk line, which the employee will forward to his or her personal phone line. Generally speaking, the employee should return any missed calls within one hour if possible. The employee will be free to engage in personal activities while on call. The employee will not need to answer calls between the hours of 10 p.m. and 7 a.m.

* The employee will exercise discretion to determine the appropriate response and urgency of the users request. If the employee is unable to resolve the users request over the phone, the employee will establish with the user an appropriate response time frame. If the employee is unable to meet the users schedule, the employee should call other employees in the IT department for assistance in responding to the request for help.

* Time spent on tasks such as talking to computer users, troubleshooting, and providing user support will be compensable, as will any associated travel time that may be necessary.

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

* While performing this job, the employee may occasionally be required to stand; use hands to finger, handle, or feel; write; sit; use a computer; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear; and lift and/or move up to 25 pounds. The employee may rarely lift and/or move up to 40 pounds. Specific vision abilities required by this job include visual perception, depth perception, and the ability to adjust focus.

**Work Environment**

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

* While performing the duties of this job, the employee typically works in an air conditioned office environment; however, on occasion, the employee must go outside the office and may be in non-air conditioned environments for short periods of time.

*Perry Homes is closely following the Coronavirus Disease (COVID-19) and implementing processes that promote candidate and employee safety. Out of an abundance of caution, our interviewing process will now be held virtually via Microsoft Teams.*

****Note to job seekers: Your resume will be reviewed as the best qualified candidates will be contacted in the event that there is potential