IT Support Specialist

4 weeks ago

New York, New York, United States TriCore Reference Laboratories Full time
Job Summary

The IT Support Specialist is the primary point of contact for the Information Technology department at TriCore Reference Laboratories. This role requires a strong understanding of IT systems, software, and hardware to provide technical support to end-users. The ideal candidate will have excellent communication skills, be able to work in a fast-paced environment, and be able to troubleshoot complex technical issues.

Key Responsibilities:

Triage all incoming support requests relating to IT systems via phone calls, support portal requests, or emails.
Ensure call volumes are managed, including triaging calls as required.

User Access Administration:

Establish and manage employee onboarding and password resets/account unlocks.
Perform account maintenance and account deletion/disabling procedures.

  • Provide Tier 1 workstation/application support, including first-call resolutions.
  • Support Microsoft applications, including Outlook, Word, Excel, and Windows 10.

  • Support laboratory applications.
  • Demonstrate troubleshooting skills related to hardware or OS issues and provide detailed troubleshooting steps in the support ticket.

  • Document incident details and complete a properly formatted support ticket for routing to appropriate IT teams for escalated support tickets.
  • Engage with internal and external end-users during system-wide outages.
  • Adhere to standards, policies, and pre-established guidelines to perform the functions of the job.
  • Suggest process improvements to the IT Supervisor in areas that could positively impact the business and the level of support.

  • Maintain confidentiality and privacy of employee and company sensitive data.

Minimum Qualifications:

  • High School Diploma or equivalent.

Minimum Experience:

  • Two (2) years' relevant experience in Information Technology with knowledge of Windows platforms, software products knowledge, and application support.

Other Requirements:

  • Requires expert knowledge of assigned computer applications.

Preferences:

Advanced knowledge of the following:

  • MacOS.
  • Microsoft Active Directory.
  • Microsoft365.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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