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IT Support Specialist
2 months ago
IT Support Technician
Location:
Tulsa, OK
Duration:
Contract - 3-4 months, potential to extend
Job Description:
As a key member of our IT team, you will provide exceptional support to our employees, ensuring they receive timely and effective assistance in a fast-paced environment. With a focus on delivering 100% uptime and a positive customer experience, you will be the first point of contact for our customers, providing hands-on and remote support for a specific office or offices.
Responsibilities:
- Provide enhanced IT customer support to assigned offices, including in-office 'walk-ups'
- Assist customers with software installations and hardware repair
- Develop technical knowledge of our applications and services
- Guide customers through troubleshooting issues
- Own issues and bring them to resolution as quickly as possible, providing proactive updates
- Escalate complex laptop issues to ensure quick resolution
- Participate in MIM calls to assist with gathering information, troubleshooting, and testing of solutions
- Troubleshoot issues in a Windows 10, Office 365, and SharePoint environment
- Utilize remote support tools to support dispatch offices where a technician is not always on site
- Find solutions from previous cases using the Knowledge Base
- Communicate knowledge gaps in issue resolution
- Ensure tickets are properly updated and the asset management system is properly updated
- Participate in testing of images and software deployments at the Pilot level, ensuring documentation is accurate
- Assist with events in offices or conferences
- Provide on-site support for client meetings
- Perform weekly maintenance of on-site printers, access points, conference room technology, MDF closets, and phone equipment
- Maintain the on-site IT space and routinely monitor inventory stock
- Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
- Be proactive in taking ownership of tasks and managing them through completion, knowing when to ask for help
- Other duties as assigned
Requirements:
- College degree or equivalent combination of education and experience
- 1 to 3 years of experience in field service support working with technology industry
- Prior experience with end-user services, information technology, or related field
- Strong knowledge of Windows Operating systems
- Strong knowledge of Office products
- Knowledge of Remedy or ServiceNow ticket systems
- Established laptop hardware experience
- Understanding of mobile devices calendar and mail support for iOS and Android
- Basic analytical and problem-solving skills
- Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
- Flexibility to learn new technologies and quickly adapt
- Strong interpersonal skills to interact with clients and team members
- Strong organizational skills
- Strong communication skills
- Ability to work independently but also in a team environment