IT Support Specialist

The Job

Support internal users and ensure service levels are achieved and customer expectations are met. Responsible for ensuring support tickets are meeting performance, defined SLAs, and standards.

The IT Support Specialist will also fill the role of onboarding all new users and will be responsible for computer setup via MDM and additional standard hardware equipment ensuring technology is set prior to the start date.

Duties & Responsibilities

• Responsible for supporting workstations, by working directly with internal users.
• Manage Service Desk tickets; incidents and service requests to ensure they are being addressed within SLAs.
• Analyze and troubleshoot advanced technical issues via tickets, emails, telephone calls, and personal requests for technical support.
• Monitor, track, and document tickets to ensure timely resolution.
• Identify, research, and resolve technical issues.
• Verify tickets meet Service Level Agreements to set expectations and measure performance.
• Review survey feedback to improve support experience, tools, and services.
• Responsible for ticket escalations and VIP Support.
• Onboarding for all new employees, ensuring technology equipment is in place and standard access accounts created prior to start date.
• Manage all printers, ensuring they are functioning; working with vendor for support when needed.
• Maintain asset inventory of physical devices, software and applications.
• Manage hardware inventory and manage refresh lifecycle.
• Responsible for yearly asset inventory audits, ensuring proper tracking of all assets.
• Maintain computer images, ensuring applications, drivers, updates, and services are current.
• Setup and maintain video conferencing for users, devices, and conference rooms.
• Resolve video conferencing issues; escalating to vendor for support when needed.
• Handle escalated issues, manage SLA adherence, and prepare reports.
• Document processes and solutions.
• Act as escalation point for all problems/ urgent requests and system/security incidents.
• Ensure management is advised of events that may require additional support or escalation.
• Provide management with details regarding ticket escalation processes to ensure free flowing communication within the organization.
• Manage DES “Solutions” repository and ensure top quality solutions are available to all users.
• Develop and optimize ticketing workflows.

Requirements

• Associate (2-year) degree in Computer Information Technology or an equivalent amount of work experience and certifications.
• 2-4 years of Desktop Support and customer service experience.
• 2-4 years supporting a cloud environment tech stack (Office 365, Azure, Slack, etc.)
• 2-4 years of experience working in a ticketing system (JSM, Service Now, etc.)
• 2-4 years of Mobile Device Management (MDM) experience, such as Intune or Jamf.
• An overall can-do attitude, the ability to grasp new concepts quickly, and the willingness to adapt to a dynamic work environment.
• Highly organized with the ability to prioritize and work with multiple deadlines.
• Strong problem-solving techniques and demonstrated ability to work independently and as a member of multi-disciplined teams.
• In addition to the interview process, all candidates will need to evidence their initiative, level of analytical reasoning, teamwork and ability to collaborate on projects, adaptability, and strength in verbal and written skills by completing a separate candidate assessment.