IT Support Specialist
4 weeks ago
The IT Helpdesk Specialist will provide technical assistance to CDI users to maximize computer system capabilities, resolve network issues, and install and configure hardware and software. This role will handle all users' technical issues, provide timely customer feedback, and support the rollout of new applications, among other duties.
Key Responsibilities- Provide first and second-level IT technical support through phone, email, in-person, and chat support.
- Track and coordinate with the end user on all necessary steps.
- Act as liaison between end user and management support when needed.
- Perform account management and maintenance for various applications and systems.
- Communicate with customers at all levels of technical and non-technical skills sets.
- Update the company website with tech tips and brief documents.
- Acquire, set-up and deploy computer systems to users.
- Work collaboratively with people across the organization.
- Provide IT technical support to PCs, workstations/laptops, servers, printers, mobile devices, routers, switches, scanners, etc.
- Support end-users in their use of applications such as Microsoft Office, document access, CRM, ERP, and other enterprise applications.
- Perform post-resolution follow-ups to help requests.
- Support technology and audio-visual services at management and executive events at off-site locations.
- Identify and learn appropriate software and hardware used by the organization.
- Report any technical issues in a timely fashion.
- Participate in training on tools, processes, policies, and soft skills as required.
- Participate in improvement/enhancement projects related to support.
- AS degree is required.
- Minimum of 3 years' experience working in an IT Service Desk or inbound IT Support Call Center environment.
- Hands-on experience with support, installation, maintenance, and tools in multi-tier enterprise environments with a strong working knowledge of networking technologies, PC troubleshooting, and tools.
- Experience using ITSM Ticketing tools to manage and track incidents preferred.
- Understanding of ITIL is strongly recommended.
- Certification in relevant IT products/technologies like CompTIA A+, Network+, Security+.
- Microsoft Windows 10 and Windows Server 2012-2019.
- Hardware deployment (Servers, PC's, printers, scanners, and other peripherals for business needs).
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The company will make reasonable accommodations that do not cause an undue hardship to the company if such accommodation enables individuals with disabilities to perform the essential functions of the position.
The work is performed in an office environment.
The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.
ADA/FEHA
The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and amendments and California's Fair Employment and Housing Act.
EEO
The Company is an equal employment opportunity employer.
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