IT Support Specialist I

2 weeks ago


Carbondale, Pennsylvania, United States LanceSoft Full time
Position Overview:
Job Title: IT Support Specialist I
Location: Cranberry Township, PA
Duration: 04+ months
Estimated Compensation: $20-$22/hr on W2 (Negotiable)
Work Arrangement: Onsite
Shift Schedule: Monday to Friday 7:00am-4:00pm, 8:00am-5:00pm, 9:00am-6:00pm, Saturday 7:00am-4:00pm. Overtime may be available upon approval.

Role Description:
  • The IT Support Specialist I is a key member of the Service Management team within the IT department. This role is dedicated to assisting end-users and actively monitoring the organization’s IT systems by adhering to ITIL best practices, focusing on Incident, Problem, and Knowledge management.
Key Responsibilities:
  • Provide intermediate-level support to end-users and IT systems across various technical issues.
  • Identify, investigate, and resolve technical challenges. Respond to requests for technical assistance via phone, email, and in-person inquiries.
  • Engage in proactive monitoring of IT systems using relevant tools to ensure optimal performance.
  • Document, track, and manage issues to guarantee timely resolutions.
  • Collaborate directly with users to address complex problems that require in-depth knowledge and experience.
  • Participate in initiatives aimed at enhancing customer service responsiveness and efficiency.
  • Act as a subject matter expert, utilizing established guidelines to resolve issues effectively.
Essential Qualifications:
  • Bilingual proficiency in Spanish is required.
  • A two-year degree in Information Technology or a related field.
  • 1-3 years of experience in technical support within a computer-related environment.
  • Familiarity with standard concepts, practices, and procedures in the IT field.
  • Working knowledge of ITIL standards and best practices.
  • Intermediate understanding of infrastructure support components.
  • Proficient in standard desktop tools and utilities.
  • Knowledge of server operating systems and related tools.
  • Understanding of IT networks and voice services.
  • Awareness of IT security and disaster recovery processes.
  • Experience with process control and monitoring.
  • Familiarity with call center technologies.
Preferred Qualifications:
  • One year of experience in a Global IT Service Desk environment is highly desirable.
  • Advanced troubleshooting capabilities.
  • Successful completion of the IT Entry Logic and Problem-Solving Test.
  • Strong analytical skills to quickly diagnose technical issues and propose effective solutions.
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to work independently while ensuring tasks are completed efficiently.
  • Strong verbal communication skills, including the ability to document operational procedures.
  • Capability to work effectively in both independent and team settings.
  • Ability to interact positively with a diverse user base.
  • Willingness to work rotating shifts and holidays.
  • Ability to operate in an office or retail environment with a focus on safety and security.
  • Success Factors: Emphasis on results, adaptability to change, teamwork, trust-building, and understanding customer perspectives.
Employee Benefits:
At LanceSoft, full-time employees working a minimum of 30 hours per week are eligible for the following benefits:
  • Multiple medical insurance options.
  • Dental and vision coverage.
  • 401k contributions.
  • Critical illness insurance.
  • Voluntary life insurance.
  • Accident insurance.
  • Additional employee perks.
Equal Employment Opportunity:
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization.

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