IT Support Specialist

1 week ago

Phoenix, Arizona, United States Tech Mahindra Full time

ROLE OVERVIEW

The IT Support Specialist is responsible for delivering exceptional technical assistance to end-users, ensuring a seamless experience with hardware and software.

KEY RESPONSIBILITIES

  • Conduct fundamental troubleshooting and diagnostics for hardware and software issues, providing remote support as needed.
  • Document all assistance requests meticulously in the ticket management system to maintain accurate records.
  • Respond promptly to in-person inquiries, notifications, and electronic communications.
  • Oversee the incident management process, ensuring efficient handling of assigned tickets.
  • Assist in investigating data discrepancies to identify potential root causes.
  • Maintain a comprehensive understanding of user manuals and training materials.
  • Adhere to service level agreements (SLAs) and ensure deliverables are met on an individual basis.
  • Continuously update documentation related to deskside support processes and procedures.
  • Keep management informed of incident trends and significant issues.
  • Identify, research, and resolve technical challenges effectively.
  • Ensure compliance with relevant regulations and IT policies.
  • Triage and escalate issues to specialized support teams when necessary.
  • Collaborate with cross-functional teams to develop and implement solutions.
  • Act as a liaison between the IT department and business units as required.

IMPROVEMENT AND PRODUCTIVITY

  • Enhance the utilization and efficiency of IT support resources.
  • Propose enhancements throughout the service lifecycle.
  • Manage and execute assigned objectives and tasks efficiently.
  • Contribute to IT projects and initiatives as required.
  • Meet or exceed operational benchmarks established by leadership.

QUALIFICATIONS

  • 1-2+ years of experience in service desk or deskside support roles.
  • Strong analytical, problem-solving, and customer service capabilities.
  • Excellent verbal and written communication skills.

Ability to thrive in a dynamic environment and adapt to frequent changes.

  • Basic technical knowledge of networking and PC hardware, including hands-on troubleshooting experience.
  • Outstanding interpersonal skills; ability to engage effectively with diverse individuals.
  • Maintain a high standard of responsiveness, communication, and professionalism.

Ability to manage multiple tasks and adapt swiftly to changes.

  • Proficient in establishing and nurturing professional relationships with internal and external stakeholders.

Experience with Windows Operating Systems, Active Directory, Azure, and related tools.

  • Familiarity with cloud-based software solutions.
  • Experience with remote desktop control tools (e.g., Bomgar, LogMeIn).
  • Knowledge of ticketing systems (e.g., Service Now, Salesforce, Remedy).
  • Understanding of support tools and techniques, and their application in providing assistance.
  • Willingness to report to assigned locations and travel between various sites as necessary.

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