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IT Support Specialist

2 months ago

Scottsdale, Arizona, United States TEKsystems Full time
Job Overview

The role of an IT Support Specialist is essential within our IT Infrastructure division. This position demands a blend of technical expertise and exceptional customer service skills to effectively resolve technical issues faced by end users.

Key Responsibilities:Primary Duties:
  • Install, configure, and maintain end-user workstations and associated hardware/software.
  • Manage user accounts within Active Directory.
  • Troubleshoot issues related to mobile devices.
  • Escalate complex technical problems while maintaining clear communication with customers and technical teams.
Core Functions:
  • Address initial inquiries through phone or service tickets, diagnosing technology-related issues.
  • Provide high-level support for executive staff.
  • Utilize Active Directory for effective user management.
  • Handle server and network issues with assistance from Tier 3 support.
  • Deliver first-level support through help desk systems.
  • Escalate challenging problems to Tier 3 as necessary.
  • Support a Microsoft Windows environment, including Active Directory and M365.
  • Use Remote Monitoring tools for ticket logging and routing.
  • Image and deploy desktops and laptops.
  • Create and maintain client-related documentation.
  • Engage actively in technology initiatives.
  • Collaborate with compliance and cybersecurity teams.
  • Assist in system maintenance, planning, and installation.
  • Develop and update procedural documentation.
Qualifications:Essential Skills:
  • Proficiency in Microsoft Windows Operating Systems and M365.
  • Strong customer service skills in an IT context.
  • Familiarity with the ITIL framework.
  • Experience with IT Service Management Software, such as ServiceNow.
  • Knowledge of procurement processes.
  • Expertise in incident management and troubleshooting.
  • Strong work ethic and effective time management skills.
  • Ability to work independently as well as part of a team.
  • Excellent communication skills with a commitment to executive-level service.
  • Willingness to travel occasionally and participate in after-hours on-call rotations.
Preferred Qualifications:

An associate or bachelor's degree in Information Systems or a related field is preferred. Relevant experience in supporting IT infrastructure and software in corporate environments may be considered in lieu of a formal degree.