IT Support Specialist
18 hours ago
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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