IT Support Specialist
4 weeks ago
The primary responsibility of this role is to provide first or second level support to resolve problems with products and applications, perform setup and maintenance of computer systems, and interact with third party hardware and/or software vendors.
Key Responsibilities:- Complete work assignments by applying up-to-date knowledge in the subject area to meet deadlines, following procedures and policies, and applying data and resources to support projects or initiatives.
- Pursue self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers, listening, responding to, and seeking performance feedback.
- Provide first level and basic second level support to resolve problems with products and applications by meeting customer service standards.
- Support troubleshooting efforts in conjunction with customers to identify routine and moderately complex problems.
- Support efforts to analyze and prioritize incoming requests and alerts.
- Follow procedures for incident escalation and notification to leadership.
- Escalate routine problems, as necessary, to appropriate resources.
- Resolve non-complex problems and attempt to resolve complex problems.
- Follow and support the development of standard operating procedures.
- Support tracking and documentation of details of problems, status of service requests, and resolutions.
- Support efforts to meet key performance indicators.
- Support the documentation of workarounds for problem records and changes to proactive processes.
- Review information related to new technology.
- Provide the knowledge repository for routine and moderately complex technical support.
- Support the execution of disaster recovery and business continuity processes and events.
- Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care, or related field, or minimum two years of IT experience in a support or operations environment.
- One year of experience working in a large matrixed organization.
- Two years of experience writing documentation or standard operating procedures related to IT operations and support.
- Two years of experience in IT intake and profiling in a support or operations environment.
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