IT Support Specialist
2 weeks ago
Position Overview
The IT Support Specialist serves as the primary contact for our business partners at Servsys Corporation. This role involves responding to incoming inquiries, managing email communications, and addressing web-based support requests while diligently tracking all interactions within our IT Service Management (ITSM) system. Responsibilities encompass software, hardware, network, and basic desktop support issues. The Specialist is tasked with diagnosing problems, escalating when necessary, and working towards effective resolutions, either independently or in collaboration with the broader IT team.
Key Responsibilities
- Engage in on-call support rotation as required.
- Provide timely and accurate updates on support tickets, incidents, and outages.
- Develop a strong understanding of ITIL service management practices tailored to our organizational standards.
- Gain expertise in relevant applications and platforms, including their functionality, data management, reporting, and administration.
- Receive, log, and route end-user support requests efficiently.
- Ensure complete resolution of issues.
- Document all support interactions, including outcomes and notes.
- Contribute to the refinement of service policies and procedures as necessary.
- Assist in testing and debugging commercial and custom systems, including new releases and features.
- Communicate the status of issues to users effectively, both verbally and digitally.
- Provide assistance in resolving incidents promptly.
- Maintain awareness of the IT environment to deliver optimal service and support.
- Support and enhance the knowledge base with current standards and resolution protocols.
Qualifications
- Bachelor's or Technical Degree in computer science, information systems, software engineering, or a related field.
- Ability to comprehend the application portfolio and its impact on daily operations.
Preferred Skills
- Entry-level industry certifications are a plus.
- Strong verbal and written communication skills with meticulous attention to detail.
- Capability to analyze and resolve issues creatively while grasping technical concepts.
- Aptitude for synthesizing information to identify relationships among disparate events.
- Familiarity with ITIL principles.
- Experience with ServiceNow or similar support management tools.
- Knowledge of telephony systems.
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