IT Support Specialist

[PREFERRED CERTIFICATIONS A+ certified or similar other certifications helpful, but not required [Preferred Candidate Skills and Qualities: ]{arial",sans-serif"=""}]{arial",sans-serif"=""} 2+ years help desk / administration experience Exceptional customer service orientation Strong documentation skills Exceptional written and oral communication skills Performs post-resolution follow-ups Strong experience with desktop operating systems Ability to present ideas in user-friendly, business-friendly and technical language Strong attention to detail Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Experience working in a team-oriented, collaborative environment Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes - a plus [Tasks that will be assigned:]{arial",sans-serif"=""} Assists in providing Level I and II Service Desk Support. Escalates problems (when required) to senior team members Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Tests repairs to ensure problem has been adequately resolved Basic LAN configuration and troubleshooting Develops help sheets and FAQ lists for end users Responsible for daily corporate backups Experience with UPS/FedEx software and hardware a plus Printer/Scanner/Copier implementations Basic ShoreTel phone configuration