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IT Support Specialist

2 months ago

Bellevue, Washington, United States Innova Solutions Full time
Job Summary

Innova Solutions is seeking a highly skilled and experienced IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing technical support to our clients, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs).

Key Responsibilities
  • Provide prompt and accurate technical support to clients, ensuring a high level of customer satisfaction and adherence to SLAs.
  • Perform desk-side Windows XP workstation support in a networked office environment.
  • Support or perform MS Office and Outlook configuration and troubleshooting.
  • Software installation and configuration.
  • New user setup; printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes.
  • Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required.
  • Accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements.
Requirements
  • Bachelor's degree in a related technical field or equivalent education/experience.
  • Certifications to include A+, Security +, Net+, Microsoft, and Dell (certain certifications will be required within a certain timeframe of employment) – preferred.
  • Entry-level to 2 years of experience providing customer support for Windows XP and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.
  • 2 years of experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken.
Skills and Competencies
  • Ability to demonstrate outstanding customer service skills. Strong oral and written communications skills. Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision.
  • Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems. Ability to demonstrate strong organizational skills and the ability to follow documentation procedures.
  • Must be able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers.
Notes
  • IT Support
  • 4-5 years of experience
  • Imaging PC/laptop, PC refresh, Incident ticket,
  • network peripheral, switches, firewall, TCP/IP
  • Customer facing, directly interface with end user.
  • People skills, interacting end user daily.
  • Customer focus highly important.
  • Provide training on Asset mgmt. ServiceNow, active directory.
Preferred Qualifications
  • 2-5 years of experience in IT Support, PC/laptop Imaging, PC refresh and some Network/Switches knowledge.
Benefits

Innova Solutions offers benefits (based on eligibility) that include the following:

  • Medical & pharmacy coverage
  • Dental/vision insurance
  • 401(k)
  • Health saving account (HSA) and Flexible spending account (FSA)
  • Life Insurance
  • Pet Insurance
  • Short term and Long term Disability
  • Accident & Critical illness coverage
  • Pre-paid legal & ID theft protection
  • Sick time, and other types of paid leaves (as required by law)
  • Employee Assistance Program (EAP)