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IT Support Specialist

1 month ago

Maryland Heights, Missouri, United States Yoh Full time
Job Title: IT Support Specialist

This position is responsible for providing IT Infrastructure support on-site and remotely, solving second-level incidents, problems, and request management, maintenance, and supporting project delivery, partnering with Global IT teams and external service providers, utilizing tools and following IT Standards and Procedures.

Key Responsibilities:
  • Supports Incident and Request Management submitted through IT Service management systems per service level objectives.
  • Supports procurement, installation, configuration, and support of end-user devices like laptops, desktops, workstations, and mobile devices through staging or manual deployment of standard software or applications and phone systems.
  • Supports Enterprise IT teams in additional troubleshooting and maintaining servers, networks (WAN & LAN), monitoring UPS and switches, backup environments, and external vendors.
  • Responsible for the on-site Computer Room, Racks, Cabling, and Data rooms maintenance.
  • Supports Vendor Service Management activities and partners with VMO and follows escalation processes.
  • Reports issues through service desk tools and follows up through enterprise teams and/or vendors for critical and high issues tracking and escalating until closure.
  • Manages and maintains Asset Register through tools and conducts random physical audits.
  • Supports Refresh Program, proposes, and seeks approvals. Follows Asset Retiring Process.
  • Supports planning and setting up new/expansion/renovation of IT Infrastructure.
  • Maintains and loads backup tapes per backup policy and direction from Global Data Preservation team and supports restoration of data per requests.
  • Reports time (efforts), tracks vendor resources time in time reporting tools.
  • Manages vendor resources at on-site and remote locations to meet service level objectives.
  • Covers all critical IT equipment through annual maintenance contract, reporting issues with service providers, and escalating issues per vendor service level agreement.
  • Follows Change Management processes and Critical communication processes during outages and changes.
  • Actively participates in Local, Regional, and Global team meetings, to understand business requirements, team progress, and work on action plans per committed timelines.
  • Supports in providing IT Infrastructure cost for AOP Preparation and tracks spending monthly within the financial limits.
  • Participates in Monthly Service Level reviews, Continuous Improvement, and exercises deep problem-solving (8D) to avoid repeat issues.
  • Proactively supports all critical equipment and end-user capacity management issues by archiving or upgrading the infrastructure.
  • Provides basic training to new IT Users on IT Process and IT Systems usage.
  • Supports Entitlement processes for end-users access request.
  • Executes patching plan for site(s) equipment and executes the plan.
  • Participates and supports Audit activities based on Internal Audit requirements.
  • Other duties as assigned.
Minimum Requirements:
  • Minimum 7 years of experience working in an IT operations/service organization within a complex IT Infrastructure environment providing Level II support on-site and remotely.
  • Ability to work independently in a matrix organization.
  • Excellent knowledge on Installation, Configuration, Patching, and troubleshooting of Windows versions for PCs, Microsoft Tools, and other Client-side Software installations.
  • Good Dell Hardware (Desktop, Laptop, Printers), handheld scanners, barcode printers, and plotters.
  • Basic Knowledge on troubleshooting of Windows Server and Cisco Switches, Access Points, and routers, APC UPS, LAN, and WAN, Biometrics devices.
  • Optional Skills around Active Directory administration, BitLocker encryption, Mobile devices support.
  • Conceptual thinker, Goal-oriented, and driven to meet project deliverables and deadlines.
  • Excellent Service desk process knowledge and good understanding of service level objectives.
  • Ability to learn quickly and willingness to adapt changes.
  • Customer-focused, active listening, and empathy.
  • Ability to use MS Project, Visio, Excel, Word, and PowerPoint.
  • Excellent written and verbal communication skills along with the ability to interface and influence at multiple organizational levels and escalation appropriately.
  • Excellent relationship building and networking skills and ability to translate technical concepts into non-technical terms.
  • Organized and able to function successfully in a team environment.
  • Excellent technical, organizational, troubleshooting, problem-solving, budgeting, and time management skills.
  • Conduct knowledge sharing sessions with peers at regular intervals on related topics.
  • Ability to gather relevant information systematically, consider a broad range of issues or factors, grasp complexities, and perceive relationships among problems or issues; use accurate logic in analyses.