IT Support Specialist

2 weeks ago

Richmond, Virginia, United States Ark Solutions Full time
Ark Solutions Inc is seeking a qualified IT Support Specialist.

Position: IT Support Specialist
Location: Richmond, VA
Duration: 9 Months with potential for extension

Overview:
We are looking for a dedicated individual to fill an on-site technical support role. The successful candidate will possess a solid background in assisting Windows desktop users within a corporate setting.

Key Responsibilities:
  • Oversee and manage customer IT inquiries utilizing helpdesk platforms such as KSE, Ivanti, and SharePoint. Provide support via phone, in-person, and remote access.
  • Serve as a communication bridge between departments to guarantee the provision of top-tier IT support services.
  • Engage directly with clients to help resolve software and application challenges on desktops, laptops, tablets, and printers.
  • Offer management insights for system and process enhancements.
  • Diagnose software and hardware issues while improving the quality of direct services to field personnel.
  • Install, maintain, and assist in the testing and upgrading of both new and existing hardware and software.
  • Deliver advanced problem management, troubleshooting, root cause analysis, and escalations to effectively resolve client issues.
  • Develop instructional materials for internal staff to optimize the use of infrastructure tools such as SharePoint, OneDrive, and Office products.
Qualifications:
  • Exceptional customer service abilities with a strong Customer First mindset.
  • Comprehensive experience with desktop applications, particularly Windows 11, SharePoint Online, OneDrive, Teams, and MS O365.
  • Proficient in utilizing troubleshooting tools and managing desktops, laptops, and tablets.
  • Strong research and analytical skills.
  • In-depth knowledge of Active Directory, GPOs, remote support tools, and basic networking.
  • Experience with help request tracking and reporting systems.
  • Familiarity with IT concepts, trends, and emerging technologies.
  • Capable of diagnosing hardware and software challenges and effectively communicating solutions to clients in various settings.
  • Strong verbal and written communication skills for interactions with individuals and groups.
  • Basic understanding of software packaging and deployment, preferably using Ivanti End Point Manager.
Required Skills and Experience:
  • Customer service professional with a positive attitude. Minimum of 3 years of experience supporting a Windows-based enterprise environment, including Windows 11, Office 365, Teams, OneDrive, etc.
  • Minimum of 3 years of hands-on experience with various IT support ticketing and tracking tools.
  • Minimum of 3 years of experience in performing root cause analysis and creating related documentation.
  • Minimum of 3 years of experience assisting end users with diverse technical issues, including peripherals, mobile devices, and printers.

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