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IT Support Specialist I

2 months ago

Malvern, Arkansas, United States Smartwork IT Services Full time
Job Overview

Position Title: IT Service Desk Professional I

Location: Remote

Employment Type: Contract - W2

Contract Duration: 4+ months (Potential for extensions)

Role Summary:

  • The individual in this role will be responsible for addressing IT-related issues promptly, documenting known challenges and solutions, collaborating with project teams to acquire product and process knowledge, and escalating issues as necessary to minimize downtime for users, partners, and clients.
  • This position primarily involves providing IT Technical Support via phone, which encompasses supporting desktop applications, network troubleshooting, and clinical application assistance.
  • Utilizing foundational IT knowledge and problem-solving abilities, the candidate will ask relevant probing questions to identify, diagnose, and resolve computer-related issues.
  • Employing IT tools and expertise, the candidate will implement appropriate solutions to resolve most IT incidents at first contact efficiently.
  • Deliver exceptional customer service and take ownership of issues.
  • Provide on-call support as scheduled during non-business hours.
  • Document troubleshooting steps and solutions in alignment with current knowledgebase practices.
  • When necessary, escalate incidents to the appropriate support team.
  • Maintain communication with customers, providing updates and follow-ups to ensure satisfaction.
  • Report trends and undocumented issues to supervisors and relevant IT teams as needed.
  • Complete additional tasks and projects as assigned by Service Desk leadership.

Required Skills:

  • Minimum of six months of relevant experience.
  • A combination of experience and/or technical certifications may be considered in lieu of educational requirements.
  • Proficient in troubleshooting and installation procedures for computers, printers, and networks.
  • Ability to diagnose and resolve issues with Microsoft products.
  • Experience in addressing challenges with healthcare and clinical applications.
  • Commitment to the values of Service Excellence, Integrity, Teamwork, Continuous Improvement, Accountability, Fulfillment, and Enjoyment, demonstrating these positively in all interactions.
  • Ability to work effectively both independently and in a team environment.
  • Excellent customer service skills and phone etiquette.
  • Strong documentation skills.
  • Willingness to work evening, weekend, and holiday shifts as required.
  • Ability to travel up to 5%.

Educational Requirements:

Minimum of a high school diploma or GED, along with a one-year certificate from a college or technical school, or at least one year of customer service-related experience and/or training, or an equivalent combination of education and experience.