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Technical Support Specialist

2 months ago

Plano, Texas, United States Atlantic Aviation Full time
Job Overview

The IT Service Desk Analyst (Tier 1) serves as a Generalist Support Technician responsible for the intake, triage, and initial support of all contact requests from end users, utilizing our ServiceNow ticketing system. This role encompasses a wide range of technologies and products across the organizations we support. IT Service Desk Analysts are expected to be proactive in their learning and development, adhering to various processes while ensuring that troubleshooting and information gathering with customers are meticulously documented.

Key Responsibilities

  • Identify, diagnose, and resolve issues within an IT Service Desk environment, including but not limited to:
  • PC desktop and laptop hardware, collaborating with various vendors as necessary.
  • Installation and updates of PC software.
  • Support for PC peripherals such as keyboards, mice, and webcams.
  • Management of security camera hardware and software.
  • Assistance with Microsoft Outlook, Teams, Office, and other Microsoft applications.
  • Support for Global Protect VPN.
  • Management of Active Directory and Adaxes.
  • General applications, both enterprise/internal and public.
  • Enterprise network/intranet and Internet site support.
  • Printer and scanner functionality and installation.
  • Occasionally handle escalations from management, ensuring consistent communication with all levels of staff, including IT management and affected customers.
  • Deliver exceptional customer service when interacting with customers or assisting fellow technicians, supporting all IT Service Desk functions.
  • Communicate resolution details to affected end users and IT management as required.
  • Exercise sound judgment to maintain a safe and accident-free work environment.
  • Adhere to all company policies and procedures.
  • Foster and maintain professional relationships with operational leaders and colleagues.
  • Provide one-on-one remote problem resolution to end users via phone and available remote software tools.
  • Assist in the imaging and configuration of end-user PC desktop/laptop hardware, software installation and updates, peripherals, phones, and other desk hardware.
  • May be responsible for tracking and maintaining inventory as well as shipping and receiving.
  • Experience with enterprise-level ticketing systems such as ServiceNow is strongly preferred.

Required Qualifications

  • Exceptional interpersonal communication skills, both written and verbal.
  • Strong organizational abilities.
  • Outstanding customer service skills with the capability to multitask.
  • Must possess a valid driver's license and maintain an acceptable driving record.
  • Able and willing to travel as required for the role.
  • Two years of experience providing end-user phone support for current PC desktop and application software or two years of experience installing, upgrading, troubleshooting, and repairing personal computers in a network environment.
  • A Bachelor's degree with a major in Information Technology is preferred.
  • A strong focus and desire to learn various Information Technology skills.
  • Microsoft Certifications are preferred.

Please note that this job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.