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IT Services Specialist I
2 months ago
All Lines Technology has an immediate opening for an IT Services Specialist I in Dallas, TX This person will act as an escalation point and initial contact for customer support requests pertaining to the Dallas office end-user IT hardware.
Responsibilities
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Develop a thorough understanding of firm’s hardware/software configurations. This includes standard hardware solutions (MacPC), software management and ITSM applications.
- Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
- Ticket queue monitoring to identify possible issue trends based on submitted tickets.
- Effectively diagnose and research escalated tickets to determine appropriate action.
- Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
- Follow detailed operational procedures as needed and help improve the quality-of-service delivery and provide value added customer services.
- Collaborates with Engineering teams such as, Enterprise Networks, System Engineering and/or Platform Services to restore service and/or identify problems.
- Act as “Smart Hands” for engineering teams as needed.
- Assist with mobile devices (Phones, Tablets).
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments.
- Ability to support video, audio and web conferencing through PC and VC units.
The ideal candidate will have the following knowledge & experience:
- College degree in the field of computer science or related field
- At least 3 years of work experience in applications support.
- Professional certifications in technological or customer service fields are a plus.
- Experience Imaging of Laptops and Desktop PC’s via SCCM and Autopilot
- Experience using Windows OS, Mac, Office 365, Acrobat X, IE 11, Chrome, and other browsers.
- Experience using VPN client and Citrix client.
- Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution.
- User acceptance testing or applications testing experience is helpful
