Information Technology Specialist

1 month ago

Westford, United States John Galt Staffing Full time

Basic Function:

This role will provide day to day first touch phone and walk-up support for IT hardware, software and networking inquiries coming from 2500+ global employees.

Essential Functions:

  • Standard day shift, On premise work location
  • First point of contact for all IT issues, quickly responding to requests
  • Follows scripted IT handling/engagement procedures
  • Triages and categorizes incidents and requests, ensuring all tickets are properly documented and assigned
  • Uses remote support tools to further diagnose and troubleshoot issues at remote locations
  • Routes issues not resolved on initial contact to the correct team for resolution
  • Partners with ITCS Enablement Team and others in IT to ensure proper handoffs and follow through
  • Educates end users on self-service support tools and best practices
  • Assists in documentation of troubleshooting procedures that can be shared in the knowledge base
  • Assists in identification of trends in incidents, recommending review of recurring issues
  • Services supported include hardware (desktops/laptops, mobile devices, printers, file shares), video-conferencing, WAN and VPN networks and phones, business applications, Active Directory administration, and collaboration tools such as Office365 and email

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