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IT Support Specialist
1 month ago
As an IT Support Specialist at Workiva, you will play a critical role in ensuring that all employees have the necessary equipment and software to succeed in their roles. This position provides help desk and end-point support to employees and consultants, empowering you to make decisions to meet user needs.
Responsibilities- Provide solution-oriented and customer-focused service while adhering to established practices and procedures.
- Answer phone calls, emails, and messages from internal customers regarding IT issues.
- Track the status of issues utilizing a cloud-based system.
- Provide off-hour assistance on a rotational basis.
- Process help desk support tickets by reviewing, categorizing, prioritizing, and assigning tickets to the appropriate project and/or person.
- Analyze and troubleshoot problems, striving for immediate resolution, and redirecting or escalating as necessary.
- Provide endpoint support or remote desktop support for Workiva-owned computers, mobile equipment, digital equipment, and applications.
- Perform distribution, installation, and upgrades of applications, device-specific software, and workflows.
- Research solutions to unresolved problems using a variety of resources.
- Apply knowledge of principles, practices, and procedures of a particular area of specialization to complete difficult assignments.
- May engage in technology-related project work.
- Demonstrated ability to effectively communicate by phone, text, or in person.
- Demonstrable proactive problem-solving experience.
- Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
- Ability to translate technical terminology into everyday language.
- Demonstrable technical proficiency to serve in a help desk role.
- Ability to document processes and standards.
- Shows initiative and acts independently to resolve problems.
- Ability to solve problems and apply previous experience to new problems.
- Ability to work autonomously.
- Demonstrated ability to manage multiple priorities and customer expectations.
- Ability to work in a demanding, fast-paced environment, and manage multiple projects.
- Preferred 2+ years of help desk/technical support or related experience.
- Small business support background is a plus.
- This job requires in-person work at a Workiva office site. Workiva has mandated that all employees who perform their jobs onsite be vaccinated against COVID-19. We are required to consider requests for exemptions based on a medical condition or sincerely held religious belief.
- Ability to lift 25 pounds on a regular basis and up to 75 pounds on an occasional basis.
- Reliable internet access for any period of time working remotely, not in a Workiva office.
