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IT Support Specialist
2 months ago
The IT Support Specialist (Tier 1) serves as a Generalist Support Technician, responsible for the intake, triage, and initial level assistance for all contact requests from end users through our ServiceNow ticketing system. The IT Support team engages with a wide array of technologies and products across various supported companies. IT Support Specialists are expected to embrace continuous learning and adhere to multiple processes while ensuring thorough documentation of troubleshooting and information gathering with customers.
Key Responsibilities
- Identify, diagnose, and resolve issues within an IT Support environment, including but not limited to:
- PC desktop and laptop hardware, collaborating with various vendors as necessary.
- Installation and updates of PC software.
- Support for PC peripherals such as keyboards, mice, and webcams.
- Management of security camera hardware and software.
- Assistance with Microsoft Outlook, Teams, Office, and other Microsoft applications.
- Global Protect VPN support.
- Active Directory and Adaxes management.
- General applications, both enterprise/internal and public.
- Enterprise network/intranet and Internet site support.
- Printer and scanner functionality and installation.
- Occasionally handle escalations from management, ensuring consistent communication with all staff levels, including IT management and affected customers.
- Deliver exceptional customer service when interacting with customers or assisting fellow technicians, supporting all IT Support functions.
- Communicate resolution details to affected end users and IT management as required.
- Exercise sound judgment to maintain a safe and accident-free work environment.
- Adhere to all company policies and procedures.
- Foster and maintain professional relationships with operational leaders and colleagues.
- Provide one-on-one remote problem resolution to end users via phone and remote software tools.
- Assist in imaging and configuring end-user PC desktop/laptop hardware, software installation and updates, peripherals, phones, and other desk hardware.
- May be responsible for tracking and maintaining inventory, as well as shipping and receiving.
- Experience with enterprise-level ticketing systems such as ServiceNow is strongly preferred.
Required Qualifications
- Exceptional interpersonal communication skills, both written and verbal.
- Strong organizational abilities.
- Outstanding customer service skills with the capacity to manage multiple tasks.
- Must possess a valid driver's license and maintain an acceptable driving record.
- Willingness to travel up to 50% is expected of all Information Technology Support Technicians.
- Two years of experience providing end-user phone support for current PC desktop and application software OR two years of experience installing, upgrading, troubleshooting, and repairing personal computers in a network environment.
- A Bachelor's degree with a major in Information Technology is preferred.
- A focus and eagerness to learn various Information Technology skills.
- Microsoft Certifications are preferred.
Please note that this job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.
