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IT Support Specialist

2 months ago

Spring, Texas, United States Omni Inclusive Full time
Position Overview

The role of the IT Support Specialist involves providing essential on-site assistance and technical support to end users. This position is crucial for maintaining the operational efficiency of IT systems and ensuring user satisfaction.

Key Responsibilities
  • Deliver on-site technical support services, including desk-side assistance, mobile device management, and desktop/laptop hardware maintenance.
  • Ensure timely resolution of incidents and requests in accordance with established service level agreements.
  • Monitor and manage pending support tickets, performing installations, moves, adds, and changes (IMAC) as necessary.
  • Provide direct support to end users, troubleshooting and resolving issues related to IT products and services.
  • Diagnose and fix hardware and software problems, including reimaging computers across various operating systems.
  • Accurately assess, identify, repair, and document technical issues related to desktop support and mobile devices.
  • Conduct asset inventory and stock management activities as required.
  • Take ownership of support requests, ensuring they are resolved effectively.
  • Provide hands-on support for other infrastructure teams as needed.
  • Participate in shift arrangements to ensure comprehensive on-site support coverage.
  • Prioritize and categorize end user support requests using a customer ticketing system to maintain updated status and information.
  • Assist in orienting new employees on end-user computing systems.
  • Recommend and implement system upgrades to enhance the longevity of supported devices.
  • Exhibit flexibility and teamwork, undertaking additional responsibilities as assigned by management.
  • Act as a liaison for other delivery teams to facilitate processes and activities.

Qualifications
  • Demonstrated ability to provide consistent and high-quality customer support to a diverse range of staff.
  • Strong interpersonal skills to maintain healthy group dynamics.
  • Detail-oriented and self-motivated with a proactive approach to problem-solving.
  • Effective relationship management skills with both internal and external stakeholders.
  • Ability to manage time flexibly to meet client deliverables with a positive attitude.
  • Advocate for end users to ensure they receive timely and quality service and support.
  • Excellent analytical and problem-solving skills.
  • In-depth understanding of end-user IT infrastructure, including desktops, laptops, printers, and mobile devices.
  • Strong technical proficiency in Microsoft Windows operating systems and business productivity applications.
  • Comprehensive knowledge of IT infrastructure within a corporate environment, including server, network, database, and security components.
  • Contribute to the development and maintenance of FAQ documents, knowledge articles, and user guides.
  • Utilize internal and external resources to effectively resolve issues and answer inquiries.