IT Specialist

Job Summary:

Serigor Inc is seeking a highly skilled Technical Expert to join our team. As a Technical Expert, you will be responsible for providing technical expertise and support to our clients. This is a challenging and rewarding role that requires strong technical knowledge and excellent communication skills.

• Provide technical expertise and support to clients, including troubleshooting and resolving technical issues.
• Work with the Client Services Team to evaluate and prioritize technical incidents and problems.
• Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
• Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems.
• Communicate status of progress to the customer and provide updates on work progress to the Service Desk.
• Install and image new computers and load appropriate software for customers.
• Deploy new business applications as needed.
• Install local and network printers and other peripherals and configure same.
• Responsible for user data and migration of profiles as computers are replaced.
• Stay abreast of current technology in a changing environment.
• Identify emerging trends and issues, research and make suggestions for technical solutions to solve current and future problems.
• Use extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
• Work with Data Center Operations to manage user file server data storage, network reservations, data restores, and various account creations and modifications.
• Work with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications.
• Work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.

Develop and maintain appropriate documentation for all responsible areas. This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

It is the responsibility of all Technical Services Staff to be aware of client and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installing and imaging new computers and loading of appropriate software for customers.
• Installing local and network printers and other peripherals and configuration of same.
• Migrating data and user profiles.
• Documenting process and procedures related to technical field support activities.
• Demonstrates knowledge and a working experience with ServiceNow call tracking system.