IT Support Specialist
3 weeks ago
Job Title: IT Support Specialist
Job Summary:
The IT Support Specialist will be responsible for providing technical assistance to employees, troubleshooting software and hardware issues, and managing the IT support ticketing system. This role will also involve game-day IT support duties for major events at M&T Bank Stadium.
Key Responsibilities:
- Provide excellent customer service to employees and display a consistent level of professionalism.
- Serve as the point of contact for technical support, utilizing a ticketing system to log requests and incidents through various channels.
- Establish and monitor Service Level Agreements (SLAs) and metrics to measure service desk performance.
- Document and update training guides for the knowledge base.
- Administer various components of Microsoft Office 365 & Azure Active Directory.
- Maintain inventory of all hardware endpoint devices.
- Create and maintain documentation, including troubleshooting guides and IT standard operating procedures.
- Install, configure, and troubleshoot software and hardware.
- Analyze trends to proactively prevent future problems and alert management to emerging trends in incidents.
- Learn and follow organizational standard operating procedures and IT policies.
Requirements:
- 5+ years of experience in a related field.
Preferred Skills:
- Strong understanding of technology with the ability to effectively translate technical terminology and concepts into language understandable by non-technical individuals.
- Experience in providing excellent customer support.
- Experience in support conference room technology and A/V.
- Experience in networking fundamentals, including troubleshooting TCP/IP, packet captures, and traces.
- Experience using Microsoft Active Directory, Office 365, Apple, mobile, etc.
- Demonstrated knowledge or experience in information security best practices.
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