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IT Support Specialist

2 months ago

Tulsa, Oklahoma, United States Syntricate Technologies Full time
Job Title: IT Support Technician

Location: Tulsa, OK

Duration: Contract - 3-4 months, potential to extend

Job Description:

The IT Support Technician will provide enhanced IT customer support to assigned offices, ensuring employees receive a high level of support in a timely fashion in a fast-paced environment. The goal is to ensure 100% uptime and a positive customer experience.

Responsibilities:
  • Provide IT support to assigned offices, including in-office "walk-ups"
  • Help customers manage software installations and hardware repair
  • Gain technical knowledge regarding GT's applications and services
  • Guide customers on troubleshooting issues
  • Own issues and bring them to resolution as quickly as possible while providing proactive updates
  • Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
  • Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions
  • Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment
  • Utilize remote support tools in support of dispatch offices where a technician is not always on site
  • Finding solutions from previous cases using the Knowledge Base
  • Communicate knowledge gaps in issue resolution
  • Ensure tickets are properly updated and asset management system is properly updated
  • Participate in testing of images and software deployments at the Pilot level ensuring documentation is accurate
  • Assist with events in-offices or conferences
  • Provide on-site support for client meetings
  • Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment
  • Maintenance of on-site IT space and routinely monitor inventory stock
  • Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
  • Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
Requirements:
  • College degree or equivalent combination of education and experience
  • 1 to 3 years of experience in field service support working with technology industry
  • Prior experience with end user services, information technology or related field
  • Strong knowledge of Windows Operating systems
  • Strong Knowledge of Office products
  • Knowledge of Remedy or ServiceNow ticket systems
  • Established laptop hardware experience
  • Understanding of mobile devices calendar and mail support for iOS and Android
  • Basic analytical and problem-solving skills
  • Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
  • Flexibility to learn new technologies and quickly adapt
  • Strong interpersonal skills to interact with clients and team members
  • Strong organizational skills
  • Strong communication skills
  • Ability to work independently but also in a team environment