IT Support Specialist

4 weeks ago

Oshkosh, Wisconsin, United States Fox World Travel Full time
Job Title: IT Support Specialist

As a key member of the Fox World Travel team, the IT Support Specialist plays a vital role in ensuring the smooth operation of our technology infrastructure. This position is responsible for providing technical support and assistance to our employees and clients, ensuring that they have the tools and resources they need to succeed.

Key Responsibilities:
  • Deploy, monitor, and maintain all IT systems, including telecommunications, servers, PCs, operating systems, hardware, software, peripherals, and other equipment.
  • Maintain user uptime and computing experiences through effective problem identification and resolution.
  • Identify, troubleshoot, resolve, and document user and system issues via the help desk system.
  • Utilize remote monitoring and management software to resolve customer requests.
  • Respond to customer support request tickets, calls, and emails, updating help desk service ticket work notes, prioritizing work to resolve complex support customer issues, collaborating with other team members and vendor support resources, and providing updates, status, and completion information.
  • Assist with application testing and routine application maintenance and database updates.
  • Assist with software and hardware inventory tracking.
  • Interact with internal clients on all levels to help resolve IT-related issues and provide answers in a timely manner.
  • Participate in team on-call, after-hours support rotation.
  • Ensure timely communication of maintenance requirements and effects on system availability.
  • Ensure users/customers are provided professional, courteous, and timely support and service.
  • Maintain confidentiality regarding the information being processed, stored, or accessed as part of daily work assignments/requests.
  • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies.
  • Maintain a favorable and collaborative working relationship with co-workers in all departments to foster an environment of trust and mutual respect, driving standards and best practices whenever possible, and effectively fostering a culture of engagement.
  • Enhance the organization's reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
  • Be innovative and recommend new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
Requirements:
  • Customer-focused and service-oriented skills.
  • Communication proficiency - verbal and written; appropriate use of grammar.
  • Organizational and planning skills.
  • Information gathering and monitoring skills.
  • Problem analysis and problem-solving skills.
  • Sound judgment and decision-making ability.
  • Attention to detail and accuracy.
  • Flexibility; ability to work efficiently and effectively with frequent interruptions.
Preferred Qualifications:
  • Associate degree in Computer Science or equivalent of 1 to 3 years' experience.
  • Knowledge and proficiency of current applications/trends.
  • Knowledge and proficiency of current Microsoft Windows computing devices.
  • Knowledge and proficiency of Azure AD, Virtual Computing, and Microsoft Office 365 systems.
  • Knowledge of Microsoft desktop operating systems (Windows 10 and Windows 11).
  • Knowledge of MAC OS preferred but not required.
  • Comfort in supporting a remote/hybrid work force.
  • Solid oral and written communication skills and to effectively provide technical material and concepts to both laymen and technical audiences.
  • Proven ability to effectively troubleshoot and provide support.
  • Proven ability to provide exceptional customer service.
  • Self-motivation; demonstrate initiative with a strong commitment to personal goals, objectives, and work ethic.
  • Ability to learn and research new technologies quickly.
  • Ability to make decisions and judgments while analyzing, evaluating, and problem-solving technical matters.
  • Ability to work flexible hours within and outside of scheduled shift; participation in on-call, after-hours support rotation required.
  • Effective listening skills with ability to determine root cause quickly, check for shared understanding, and address misunderstandings promptly.
  • Must possess a valid driver's license and be able to travel to any branch location to meet technological needs.
Work Environment:

The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For On-site and Hybrid Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, a keyboard, photocopiers, and filing cabinets.

For Work-At-Home Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, and a keyboard.

Occasional business travel, overnight stay may be required - up to 15%. Ability to drive to home inspection locations, if required.

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