IT Support Specialist

IT Support Specialist

Job Type Full-time Description **Job Summary:**

The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security.

Shift Hours Available:

8am - 8pm Wednesday - Saturday

8am - 8pm Sunday - Wednesday

**Essential Functions:**

Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution

Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support

Respond to requests for technical assistance in person, via phone, and electronically, based on urgency

Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.

Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards

Assists with maintenance activities to include Microsoft servers

Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency

Author process and support documentation to increase first call resolutions and reducing time to resolve

Applies knowledge to the business and provides personalized, value-added service to clients

Embrace teamwork and collaboration by supporting colleagues and leveraging others strengths and experiences to achieve team goals

Requirements Qualifications:

Associate degree in Computer Science, Information Systems or related field, or equivalent work experience

One + year experience in customer service role providing technical support

ITIL v3 or v4 Foundation certification or 1 years work experience in an ITIL environment preferred

IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)

Above average desktop/laptop/network/hardware/software/application troubleshooting skills

Microsoft Server Technologies, VMWare

Windows Operating Systems, Active Directory, O365

Experience using service management system for issue tracking

VOIP, WAN and LAN connectivity/routers experience preferred

Outstanding phone etiquette and exceptional oral and written communication

Ability to diffuse agitated situations and operate effectively and professionally under pressure

Excellent customer service attitude and interpersonal skills

Excellent organizational skills, concern for accuracy and attention to detail

Self-motivated with a strong aptitude and desire to learn