IT Service Specialist

What you’ll do

• Support and ensuring delivery of IT services to the business so that end users can accomplish business tasks
• Triage issues and service requests via phone, e-mail or service desk ticketing system
• Coordinate Field Service Partners in scheduling delivery and infrastructure deployment
• Provide a prompt response to user requests for information and assist in application system problem resolution
• Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required
• Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
• Collaborate with IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis and to resolve after-hours incidents
• Proactively build relationships and awareness of the upcoming remote office activities with key stakeholders from the different divisions
• Troubleshoot, problem-solve and assist with office moves

What you bring

• Bachelor's degree in Computer Science, Information Systems, Business or related field
• Must have field experience, servicing multiple sites
• Networking experience is required
• Must have a minimum of 5 years of related work experience
• A+ Certification, Network + and Security + are all preferred, but not required
• Knowledge and/or experience with Microsoft technologies (Office 365, Windows 10/11, SharePoint)
• Knowledge and/or experience with Mobile technologies (Apple/iOS, Android)
• ITIL Foundations Certification an asset
• Experience managing corporate desktop environments for patching, antivirus, application deployment
• Deep knowledge of Wide Area Network and LAN technologies that can be used to connect site\trailers\offices
• Demonstrated experience with client support and a proven ability to deliver a high level of customer service
• Customer and Vendor relationship management skills
• Excellent written and verbal communication skills
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment
• Must be able to travel throughout the designated regions up to 25%, as well as other markets as needed (AZ, NC, FL)

Physical Requirements

• Must have a valid driver's license
• Must have a vehicle and be willing to drive to satellite offices
• Must be able to lift up to 50 lbs, work in tight spaces including IT closets and under desks for equipment set up
• Must be able to sit for long periods of time

Bonus points

• Knowledge and/or experience in Homebuilding an asset
• Network + and Security + Certifications