IT Support Specialist

18 hours ago

Spring Valley, Nevada, United States Omni Inclusive Full time
Job Description

As an IT Support Specialist at Omni Inclusive, you will be responsible for providing exceptional technical support to our end-users. Your primary focus will be on resolving hardware and software issues, ensuring that all incidents and requests are met within agreed service targets.

Key Responsibilities:

  • Provide on-site support services, including desk-side support, mobile devices, and desktop/laptop hardware.
  • Ensure all incidents and requests are met within agreed service targets.
  • Proactively monitor pending tickets and perform installs, moves, adds, and changes (IMAC) as required.
  • Provide face-to-face end-user support and troubleshoot issues for IT products and services.
  • Troubleshoot and resolve hardware and software issues, reimage computers/hard drives on multiple operating systems.
  • Accurately test, identify, repair, resolve, and document end-user technical issues regarding desktop support and mobile devices.
  • Perform asset inventory/stock-related activities as needed.
  • Take ownership of issues through to resolution on all appropriate requests.
  • Ensure all incidents and requests are met within agreed service targets.
  • Provide hands-and-feet support to another infrastructure support.
  • Provide on-site cover as part of a shift arrangement, covering all areas of support.
  • Categorize and prioritize end-user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.
  • Orient new joiners on EUC systems.
  • Recommend and/or perform upgrades on systems (EUC-supported devices) to ensure longevity.
  • Flexibility and teamwork, and perform other duties as assigned by your Lead or Operations Manager.
  • Act as an interface for other delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
  • Maintain healthy group dynamics.
  • Flexibility and teamwork, and perform other duties as assigned by your Lead or Operations Manager.
  • Must be detail-oriented and self-motivating.
  • Relationship Management - internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
  • Flexibility with respect to time - client deliverables need to be met with a 'Can do' attitude.
  • Be an advocate for the end-user to ensure he or she receives high-quality and timely service and support.
  • Excellent problem-solving/quantitative/analytical skills.
  • Excellent understanding of End User IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone, and industry-wide operating systems and applications i.e. Windows 7/10.
  • Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook, etc.
  • Detailed understanding of IT Infrastructure in a Corporate Environment - Server/Network/Database/Security.
  • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles, and user guides.
  • Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

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