IT Specialist

IT Specialist #22-00133

The IT Specialist is responsible for providing tech support for end users through troubleshooting and problem solving. The IT Specialist will serve as the first point of contact and is responsible for creating and managing support request tickets. IT Specialist is responsible for providing on-site support, remote support, and answering help desk phone calls.

Responsibilities:

• Performs basic networking maintenance functions such as user creation and assignment of rights and permissions • Creates, monitors, tracks, schedules, updates and closes work orders within the ticketing system in a timely manner • Answers and resolves help desk calls from local and remote users and offices • Follows through to ensure problems are resolved and customers are updated • Develops in-depth product knowledge in order to resolve customer questions and issues • Participates in client conference calls to obtain necessary data for resolution • Communicates with customers at all levels of technical and non-technical skills sets • Escalates support issues as needed • Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency • Acts as a liaison between customers, technical escalation teams and outside business partners, communicating technical information in layman's terms • Resolves incidents with known solutions, according to support standards and defined procedures • Escalates more involved issues to the appropriate support teams, and outside business partners for expedient resolution

Requirements:

• Valid driver's license
• Pre-Employment Screening
• 4- or 2- year degree in a relevant field
• Extensive knowledge of PC hardware and software
• Expert in Windows OS (Windows 8/ Windows 10)
• Basic knowledge of server operating systems (Windows 2012)
• Ability to provide excellent customer service
• Experience preferred, but not required.