Enterprise IT Support Specialist
1 month ago
As an Enterprise IT Support Officer, you will provide technical support and customer service to the organization's users of computer applications and hardware. You will answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
Key Responsibilities- Use ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyze, troubleshoot, design, and implement fixes.
- Provide basic user training in support of off-the-shelf applications and office products as well as some custom tools.
- Perform remote desktop triage and system repair using remote tools.
- Answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborate with network services, software systems engineering and/or application development to restore service and/or identify problems.
- Use best practices and knowledge of internal or external business issues to improve products or services.
- Meet contractual performance criteria.
- Experience resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
- Self-motivated, organized, with excellent interpersonal, written, and verbal communication skills.
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
- Demonstrated problem-solving and technical skills to resolve critical IT issues.
- Expertise, training, and actual work experience with customer-specific systems and technologies.
- Must be a self-starter, work independently, and work with a clear and defined mission.
- Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple web browsers, and standard business applications used within a business environment.
- Knowledge of Windows Active Directory.
- Knowledge of multiple desktop programs, configuration, and debugging techniques.
- Experience with VoIP.
- Experience with TCP/IP and general networking issues.
- Experience with virus scanning services; Desktop, stand-alone, and laptop computing services.
- Experience with servers, printers, and peripheral devices.
- Bachelor's degree. 4+ additional years of experience may be substituted for a degree.
- Related work experience in a technical help desk position.
- Special non-commercial systems administrator experience (access management/file transfer).
- IAT Level II certification.
- Experience with ServiceNow ITSM & ITBM.
- Prior experience managing projects from low-mid complexity.
- ITIL v4 Foundation, or higher, certification.
- Current/active TS/SCI with Polygraph.
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