Enterprise IT Support Specialist
3 weeks ago
About the Role:
Weidenhammer Systems Corporation is seeking a skilled Enterprise IT Support Specialist to join our team. This role will be responsible for providing timely and accurate response to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk.
Responsibilities:
- To record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the case management system.
- To assign, prioritize, and resolve incidents and requests in an efficient and concise manner.
- To maintain a high first-call resolution rate while meeting or exceeding performance metrics for utilization, occupancy, and ready time in queue.
- To manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction.
- To proactively identify and take steps to resolve or eliminate recurring incident types.
- To participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency.
Key Skills and Qualifications:
- Proficient with wide range of technologies (Microsoft, Citrix, VMWare, Hyper-V, etc.)
- Working knowledge of PC's, operating systems, applications, networks, and hardware concepts
- Customer focused
- Understanding of IT processes and procedures concepts
- Excellent troubleshooting capabilities
- Monitoring of server performance and troubleshoot problem areas as needed
- Basic understanding of M365 environments including, Azure, Entra ID, Intune, and others
- Strong analytical and problem-solving ability to effectively prioritize and execute tasks
- Good written, oral, and interpersonal communication skills
- Ability to work within an on-call rotation as well as nights and weekends
- Highly self-motivated and directed with keen attention to details
- Ability to work both independently and in a collaborative team environment
- Ability to grow and learn new technologies
- Willingness to learn, maintain, and sustain current and new technology related certifications and trainings, as offered or required
Requirements:
- 5+ years of experience with case management, troubleshooting, and service desk support
- Minimum of High School Diploma Required
- Certificate and/or bachelor's degree in technology preferred
Salary Information:
The estimated salary for this role is $75,000 - $90,000 per year, depending on experience.
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