IT Support Specialist
2 weeks ago
Position: IT Support Specialist
Company: VDart Inc
Employment Type: Contract
Position Summary:
This role is designed to deliver exceptional assistance to clients experiencing difficulties with IT products and services. The IT Support Specialist will engage in troubleshooting, diagnosing, and resolving or escalating Level 1/2 incidents as required.
- Providing technical support through various channels including phone, chat, and email.
- Executing level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting connectivity issues.
- Conducting follow-up calls as necessary.
- Serving as a subject matter expert (SME) in specific areas.
- Mentoring and training fellow service desk team members as needed.
Key Responsibilities:
- A minimum of 5-6 years of relevant experience in Service Desk/IT Support within a large enterprise environment.
- A bachelor's degree in computer science or a related discipline is required.
- At least 3 years of experience in a senior role on the Service Desk.
- Advanced knowledge of various operating systems (OS) including Windows 10 and MAC OS, as well as mobile platforms like iOS and Android.
- Understanding of network fundamentals.
- Extensive experience with Citrix Systems applications.
- Proficient in Microsoft infrastructure (Windows, Active Directory, Exchange, etc.).
- Strong familiarity with Microsoft Office 365.
- Experience with ITSM systems such as Service Now or Remedy.
- Ability to produce complex documentation, perform analysis, and manage databases.
- Excellent communication skills (both written and verbal), strong customer service orientation, and exceptional interpersonal skills to effectively understand and address user concerns.
- Strong organizational abilities to manage and prioritize multiple projects.
- Knowledge of healthcare applications and the healthcare industry is advantageous.
- Analytical problem-solving skills to assess technical challenges, identify potential causes, and advocate for effective solutions.
- A commitment to delivering superior customer service to both internal and external clients.
- Ability to take direction from various levels within the organization.
- Demonstrate a high level of initiative while also thriving in a collaborative team environment.
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