IT Support Specialist

IT Support Specialist

Provide IT support services to employees with information technology issues and requests involving Windows, Mac or Mobile devices; local and SaaS applications; network and enterprise IT services. Major responsibilities include coordinating with internal stakeholders to troubleshoot and resolve IT end user service issues, managing and maintaining incident information, and identifying incident and problem trends, participating in change management and project tasks under supervision. This person will work closely with other IT teams to ensure the highest levels of operational excellence and employee satisfaction.

Specific Duties and Responsibilities:

• Provide solutions to technical issues for in-scope IT Services
• Maintain the IT ticketing system ensuring that open tickets are resolved or escalated within defined SLAs
• Coordinate and respond to incoming IT Service Requests across multiple real-time intake channels (service portal, e-mail, chat, phone, walk-in)
• Coordinate new PC builds/break fixes/deployments for both production lines and end users.
• Effectively triage incoming requests, including identification of appropriate routing for a service request
• Maintain inventory of laptops, desktops and other personal computer devices; recommend purchases based on anticipated needs
• Manage user and computer accounts for the domain and IT services
• Comply with quality system regulations, standards and procedure
• Coordinate day to day operations for any external service providers managed by IT
• Actively participate as a Global IT member and participate on Global Projects when needed

Roles & Responsibilities:

• Bachelor’s degree with 5+ years of IT support experience, or an equivalent combination of education and experience.
• Good oral and written English communication skills
• Basic understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, printing, and management of user accounts, distribution lists, and security groups
• High level of proficiency in standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-Fi
• Familiar with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PC's
• Experience in using ServiceNow ITSM for Incidents and Request Management
• Focused on problem solving using effective troubleshooting and problem-solving skills

Additional qualifications:

• Microsoft and ITIL Foundations Certifications are a plus
• Experience in a manufacturing environment very helpful.
• Strong interpersonal communication skills, a high degree of accuracy and attention to detail
• Ability to prioritize assignments while working on various projects simultaneously
• Resilient in the face of continual change, able to handle high demands and unfamiliar situations