IT Support Specialist

4 weeks ago


Strongsville, Ohio, United States Union Home Mortgage Full time
Job Summary

The IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues. This role provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices).

Key Responsibilities

Provides support through astute troubleshooting methodology
Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.
Document each customer interaction in the ticketing system in a clear, concise, and understandable format
Train customers to facilitate the future state of self-service, utilizing technology
Research and resolve customer calls that require follow-up

Requirements

High school diploma or equivalent
1+ year of experience in help desk or related IT field
1+ year of experience in field requiring customer service skills
Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices and end user applications on mid-range systems, cloud and mobile devices.

Skills Required

Ability to triage technical issues efficiently and effectively
Quick to learn new technologies and applications
Knowledge in relevant operating systems, languages, and environments
Great verbal and written communication skills
Positive working attitude, contributing as an individual and team member to accomplish goals
Strong analytical skills, decisiveness, and sound judgment
Knowledge of current and evolving information technologies, such as telecommunications, electronic data distribution networks and computers
Willing and able to work occasional holidays, weekends, and evenings
Ability to manage time and adapt to changes in workflow

Equal Employment Opportunity

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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