IT Support Specialist

4 weeks ago


Middletown, Connecticut, United States Delphi-US Full time

Job Summary:

We are seeking a highly skilled IT Support Specialist to join our team at Delphi-US. As a key member of our IT department, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities:

  • Provide 1st and 2nd level technical support for desktops, laptops, mobile devices, network, telecommunications systems, and Microsoft-based software.
  • Manage the IT Service Desk's ticketing system, including escalation, prioritization, and dispatching of staff for resolution and ongoing maintenance.
  • Ensure adherence to service level agreements and KPI metrics and standards.
  • Oversee the IT onboarding and off-boarding process, including managing the ordering, configuration, setup, and tracking of required devices, licenses, supplies, and software.
  • Develop long-term strategies and capacity planning in relation to on and off-boarding requirements to support agency growth and meet service level agreements.
  • Conduct research on products in support of equipment procurement and deployment efforts.
  • Evaluate and recommend products for purchase to improve service delivery and reliability.
  • Perform on-site analysis, diagnosis, and resolution of complex IT hardware/software problems and recommend corrective solutions.
  • Train and mentor IT Service Desk staff on best practices and technology management.
  • Supervise the building and updating of IT device images and related software updates across IT areas.
  • Install, configure, test, maintain, and troubleshoot end-user equipment and related hardware and software to maintain or exceed required service levels.
  • Collaborate with Security, Infrastructure, and Applications teams to ensure efficient operation of the company's computing environment.
  • Prepare tests and applications for monitoring service desk and equipment performance and provide performance statistics and reports.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/laptop devices.
  • Maintain and track inventory of all equipment.
  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
  • Liaise with third-party support and equipment vendors as needed.
  • Organize, track tasks, and coordinate service activities on a daily basis.
  • Order and receive equipment and maintain inventory stock for repairs and maintenance.
  • Maintain ticketing system to accurately reflect status of IT tickets and improve service, efficiency, and reduce costs.

Requirements:

  • Experience with Customer Service/Customer Relations.
  • Experience with Information Technology/Business Intelligence.
  • Experience with Help Desk Customer Service/Ticketing.

About Delphi-US:

Delphi-US is a national recruiting firm based in Newport, Rhode Island, specializing in IT, Engineering, and Professional Staffing services for organizations from Main Street to Wall Street.



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