IT Support Specialist

1 week ago

Albany, New York, United States TEKsystems Full time
Job Overview

Position Summary:

The IT Support Specialist will possess a solid foundation in onsite technical assistance or the requisite knowledge and skills for the position, coupled with a strong ambition to advance within the Information Technology sector. This individual will leverage their expertise and experience, adhering to departmental standard operating procedures, processes, documentation, and training to effectively address and resolve technical issues. The role allows for moderate independence in decision-making, with the expectation to escalate matters beyond their training or documentation to senior colleagues or management for resolution.

Key Responsibilities:

  • Respond promptly to reported issues and repair malfunctioning equipment efficiently, focusing on identifying and resolving the root cause rather than merely addressing symptoms.
  • Provide assistance with desktop troubleshooting, configuration, and diagnostic tools.
  • Install terminals, modems, personal computers, printers, and other desktop equipment and software to support the organization's growth and expansion.
  • Deliver exceptional customer service in all verbal and written communications with users.
  • Collaborate effectively with team members to achieve objectives set by IT management.
  • Meet or exceed established performance metrics that drive overall departmental success.
  • Take ownership of incidents and issues until resolution.
  • Contribute to enhancing the end-user experience within the organization.

Essential Skills:

  • Desktop support, imaging, technical assistance.

Additional Qualifications:

  • Maintain up-to-date technical knowledge in the rapidly evolving field of Information Technology.
  • Utilize customer feedback to implement solutions that address issues swiftly and effectively.
  • Provide support for non-standard applications and hardware as needed.
  • Identify opportunities for policy and procedure improvements, particularly in light of future organizational growth.
  • Develop documentation and standards for the desktop environment.
  • Evaluate potential information technology tools for implementation.
  • Act as a liaison between users and IT to resolve end-user experience issues.
  • Participate in on-call rotations and assist in troubleshooting customer issues.
  • Ensure confidentiality by sharing information only as necessary to fulfill job responsibilities.
  • Meet or exceed performance standards set by the IT department.
  • Fulfill departmental responsibilities regarding work coverage and notifications during absences.
  • Complete additional tasks or assignments as directed by management.

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