ITC Worldwide IT Support Specialist

3 days ago


Boston, Massachusetts, United States ITC WORLDWIDE Full time
About the Role

We are seeking an experienced IT Support Specialist to join our team at ITC Worldwide. The successful candidate will be responsible for overseeing our information technology help desk and incoming tickets, ensuring smooth and effective technology operations.

Key Responsibilities
  • Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
  • Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
  • Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
  • Serve as the liaison between team members, client management, and company management.
  • Develop processes and documentation for help desk procedures.
  • Evaluate user satisfaction and service delivery processes to identify areas of improvement.
  • Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
  • Prepare reports on help desk metrics and present them to management to inform business decisions.
Requirements
  • A minimum of [estimated salary] annually based on experience, skills, and location.
  • Leadership experience in managing teams of technical IT staff.
  • Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
  • Ability to analyze data and communicate metrics related to help desk performance.
  • Strong communication and problem-solving skills.
  • AZ-800: Administering Windows Server Hybrid Core Infrastructure certification.
  • AZ-801: Configuring Windows Server Hybrid Advanced Services certification.
  • AZ-500: Microsoft Azure Security Technologies certification.
  • SC-200: Microsoft Security Operations Analyst certification.
  • SCP-400: Microsoft Information Protection Administrator certification.
  • ACP-120 Jira Administration for Cloud Certification.


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