IT Specialist

• Learn the IT Support skills to resolve Level 1 and Level 2 support tickets – Technology and Applications
• Learn the remote IT support skills to take end-user calls coming to the service desk call queue
• Learn to triage, prioritize, escalate, and execute resolution on support requests in an organized, efficient, and expedited way
• Learn to write and update the Knowledge Base documentation and standard operating procedures
• Learn to work within the ITIL framework, including assisting in the hands-on provisioning of services and accounts
• Shadow remote control of the end-user device and troubleshoot IT/Desktop issues
• Shadow and assist senior Service Desk Specialist in troubleshooting the network issues – Port testing, Bandwidth monitoring, Shared drive issues, etc
• Assist in Incident and Service request Management – Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Assist in developing/documentation of IT Infrastructure & Security knowledge base
• Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
• Assist the IT Service desk team in supporting all the company's technology stack such as software, hardware, printers, and video conference units
• Collaborate with remote IT team members to build and maintain positive, productive team relationships
• Develop positive relationships with the business and other functions involved in downstream technical processes THIS IS WHAT YOU'LL NEED:
• Strong written and verbal communication skills are a must
• High School education required
• Provide professional and empathetic technical support to our end users while managing the service request queue
• Understanding the Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems
• Understanding of the Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
• Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
• Tech Savvy – Ability and passion for learning new technology and tools
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can
A sense of satisfaction from helping end-users get what they need in a timely manner
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
• Self-Starter – The ability to actively look for effective tasks such as Knowledgebase updates to complete in times of low tickets
• Ability to articulate technical solutions to non-technical users in simple and easy to understand terms