IT Support Specialist

Description This is a position for a customer service-focused professional providing level one technical support to end users in an in-office professional environment. The candidate for this position will demonstrate strong critical-thinking skills, a calm and service focused demeanor and the ability to manage multiple priorities under stress. Leverage knowledge and experience to execute troubleshooting solutions when investigating unresolved issues; Diagnostic testing- using remote control tools to assume controls of a user’s system. Utilize the Ticketing System queue to ensure all tickets are completed in a timely manner. Maintain knowledge of fundamental operations of relevant software, hardware and other equipment. Timely escalation via email and verbal of unresolved incidents/requests to the proper level or application/systems support teams as needed. Identify and escalation situations requiring urgent attention. Stay current with system information, changes and updates. Knowledge of relevant call tracking applications. Contact vendors to place orders., request support and follow up on same. Administer, configure and provide Level I troubleshooting for telephone system. Help end users with printer setup and basic printing troubleshooting needs. Assist end users with corporate assigned mobile devices issues, setup and configuration. Work on data center hardware/software issues on an assigned or as needed basis. Maintain updates to the supply inventory. Ability to support remote and traveling users in a “hands-off” capacity via remote login and phone. Prepare\Deploy computers/workstations with all of the necessary hardware and software components, and creates user accounts (as needed). Support the operation and setup of the workstations, printers, servers and network. Monitoring of Anti-Virus System and System Alerts. Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices. Document re-occurring problems and identify the root cause to find solutions. Regular and reliable attendance. Work overtime on an as needed basis. Other duties as assigned. Requirements High School degree required 3+ years minimum office and\or technology experience Network+ Certification desired SCCM experience desired A+ Certification desired but not mandatory Strong critical thinking skills Basic knowledge of Microsoft Office (Word, Outlook, PowerPoint and Excel) Excellent oral and written communication skills Ability to prioritize and quickly resolve issues Desire to acquire a deeper technical understanding Customer service oriented at all times Organized and detailed oriented Works well in a fast-paced task driven environment Problem-solver Proactive Team-player Travel to branch office locations required as needed. Ability to work nights and/or weekends as needed. #J-18808-Ljbffr