IT Specialist

IT SpecialistMasTec Communications Group is a leading national infrastructure construction company operating throughout the United States. MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services. At MasTec you'll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals. In addition, you will:Respond to inquiries and requests for assistance with the organization's computer systems and/or peripheralsIdentify, analyze, troubleshoot and resolve problems with the aim of eliminating recurrences and reducing calls to the service deskCoordinate with other Information Technology teams to resolve problems if necessarySupport hours for the service desk are between 8:00 AM and 9:00 PMProvide support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and ServicesLog all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as neededAnalyze and resolve incidents with a goal of 90% First Call ResolutionSupport at a minimum Microsoft Office, Windows OS, and Remote accessComplete requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and supportInvestigate causes, test solutions, and put solutions in place to reduce calls to the service deskFix causes, not just solutions; work to eliminate recurring issues and reasons to callWatch for trends that indicate potential incidents and then escalate the issues or concerns before they happenMust learn to think of the customer as the most important part of the jobInvolves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behaviorPromotes a professional service desk image and sells the value of the service deskUnderstanding service desk priorities and objectives and taking an active role in accomplishing these objectivesReviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problemsTries to identify possible problem areas or communication needsPasses feedback from customers on to the End UserKeeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environmentKeeps customers informed of global problems, scheduled downtime or anything that affects the computing environmentKeeps customers informed of progress on problems that cannot be resolved on first callKeeps current on all the technology used in the environment supportedTakes training that continues to develop interpersonal skillsQualifications About You:You have a track record of completing work with a high level of qualityYou have a knack for figuring out hard problems and enjoy a hands-on approach to your workAre proficient in Microsoft Office suitesHave excellent oral and written communication skillsHave excellent time management, organizational planning, and problem-solving skillsFollow instructions, respond to management direction, and keep commitmentsStrong leadership and project management skillsAble to manage, establish, and communicate clear goals and objectivesDegree in Information Systems or related field, or equivalent combination of education and experience or have completed a Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+ or any Desktop Computer/IT Support CertificationMust have 3 years of work experience in an IT support function or a customer service oriented, call center environment as well as In-Person supportAbility to remain focused on what is important to the business despite distractions; commitment to team/department/company; understanding the service desk's role in the companyAbility to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fixesAbility to take initiative to make improvements; anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, calls, is constantly learningSpeaks clearly and persuasively in positive or negative situations; listens and gets clarification of requests. Responds well to questionsAbility to interact and communicate clearly in English with people over the telephone, often in stressful situationsWrites clearly and informatively; edits work for spelling and grammarAbility to interact with customers in a polite and professional manner; regards customer as most important part of job; respectful of customers and manages difficult or emotional customer situations; responds promptly to customer needs and requests for service and assistanceUses time efficiently; approaches others in a tactful mannerTreats others with respect and consideration regardless of their status or positionAccepts responsibility for own actionsContributes skills and capabilities to achieve the team's goals; is receptive to new ideas, builds strong working relationships and values diversityEncourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives; ability to assist service desk agents and makes self-available to Management and othersPerforms a wide range of tasks, responding to changes in direction and priorities; accepts new challenges, responsibilities and assignments; works outside of ordinary routine; views problems or business situations from both own as well as another's perspective; adjusts to multiple demands and satisfying priorities; utilizes new and unique methods to resolve issues; possesses versatility demonstrated through performance and/or some experience in multiple skill setsAbsolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work over time; doesn't need any hand holdingAbility to learn technical product information quickly and accuratelyWorking knowledge of Microsoft Exchange/Intune, Windows 10/11, Remote access (VPN/SecurID), Smart phones, Password administration, Hardware diagnostics, Data Network fundamentals, Intranet, ServiceNowWhile performing the duties of this job, the employee is occasionally required to sit; use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions; Technicians will be required to provide hands-on technical support; Technician is required to be able to lift fifty-pounds above their waist). A 40 hour work week is scheduled, 8 hours/day, M-F (On-Call Support is after hours every 10 weeks for 1 week; Overtime may be available). Analyst must achieve at least 95% Start Time by being logged on the phones and in "Ready" mode within 5 minutes of their start time or return from breaks; after one-month training period analyst must be able to resolve 90% of calls handled. Compensation of $26-$27 per hour, depending on the experience. Hard work pays off.See what you'll get for your effort: Financial Security 401(k) with company match Employee Stock Purchase Plan (ESPP) Life insurance Short-term and Long-term disability Health and Wellness Medical, dental, and vision insurance Dependent care and medical flexible spending accounts Employee Assistance Program (EAP) Work/Life Balance Paid time off Paid holidays Family and medical leave Paid sick timeWe meet your commitment with competitive pay and benefits. If this sounds like you, let's talk. Build your career with MasTec! MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.