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IT Support Specialist
3 months ago
**IT Support Specialist**
Ensure the proper day-to-day operation of technology applications and equipment. Provide desk-side assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications.
GENERAL DUTIES & RESPONSIBILITIES:
Provides day-to-day technical support for network infrastructure and desktop systems software and hardware
Utilizes soft skills and troubleshooting skills to resolve client issues and questions
Asks probing questions to gather relevant information on routine and complex calls
Uses effective listening skills to develop an understanding of client questions or issues
Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines
Maintains passwords, data integrity and file system security for the desktop environment
Communicates highly technical information to both technical and nontechnical personnel
Recommends solutions, including new acquisitions and upgrades
May participate in development of information technology and infrastructure projects
Other related duties are assigned as needed
EDUCATIONAL REQUIREMENTS:
A high school diploma or GED is required for this role.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills
Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices)
Knowledge of basic problem resolution and escalation practices
Ability to provide appropriate level of support and guidance with OCCM applications and procedures
Effective use of listening skills to develop an understanding of client inquiries and problems
Excellent team player
Self-motivated to learn new technology and new ways to deliver support
Shows enthusiasm when providing technical support
Stays up-to-date with the latest technology
Problem Solving and critical thinking skills
PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:
For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear
The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).
Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
The work environment utilizes florescent lighting; noise level is moderate
The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
Please be advised the job description is subject to change at any time
IT Support Specialist
Entry-level role. Basic help desk skills with moderate level of proficiency. Works under close supervision while learning different aspects of level one support. Recognizes importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. Demonstrates effective customer service through use of soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls and is able to resolve a majority of client issues by asking probing questions to define issues. Resolves client issues efficiently and effectively by having a good understanding of different systems, applications and support procedures. Collaborates with team supervisor and peers to resolve more complex and critical issues. With guidance and coaching, can identify and escalate complex issues to level two support areas. With supervision and mentoring, is able to learn and identify root cause of more complex issues and identify troubleshooting steps for future client inquiries. Typically requires 1 year of professional work experience and post high school education.
