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IT Support Specialist
1 month ago
Encore Talent Solutions is seeking a skilled IT Service Desk Technician to join our team. As a key member of our IT team, you will be responsible for providing top-notch technical support to our clients and end-users.
Key Responsibilities:- Provide timely and effective support for a wide range of technical issues and requests from end-users.
- Work closely with senior team members to implement predefined processes and assist with the creation of new SOPs, Knowledge Base articles, and other forms of support documentation.
- Support and troubleshoot workstation, software, and network related issues.
- Perform systems administration for Office 365, Active Directory, and workstations across multiple locations.
- Escalate issues through the proper channels with detailed information.
- Manage incidents according to urgency and impact.
- Clearly document support issues and all resolution steps in ticketing system.
- Monitor trends from reported incidents to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption.
- Update incidents and requests, while maintaining good communication with the end-user until issue is resolved.
- Provide Telephony administration and support using BroadSoft.
- PC hardware imaging, and configuration.
- Consistent and accurate updating of Asset information in the CMDB.
- Workstation setup and cable management.
- Create and update Knowledge Base articles including, technical, and self-help documents.
- Ability to lift and carry IT hardware.
- Up to 10% travel possible.
- Perform additional duties as necessary.
- 1-3 years of Service Desk, Help Desk or Support Center experience.
- Proficient technical support skills with Dell and Apple hardware, Windows 10, macOS, iOS and Android devices.
- 3+ years of experience troubleshooting technology related issues.
- Practical understanding of Group Policy, Active Directory, DNS and DHCP etc.
- Experience supporting PCs in a Windows Active Directory environment.
- Prior experience using remote tools such as TeamViewer.
- Ability to work well independently and as part of a team.
- Excellent written, verbal, and interpersonal communications skills.
- Preferred: 4+ years of experience working as a Service Desk Technician, A+ Certification, Network+ Certification, Associates or bachelors degree in an IT related discipline, Knowledge of Information Technology Service Management (ITSM) systems.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
