IT Specialist

IT Specialist

MasTec 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. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the service desk. Coordinates with other Information Technology teams to resolve problems if necessary. Support hours for the service desk are between 8:00 AM and 9:00 PM. Provides support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services.

Duties and Responsibilities:

• Incident analysis and resolution
• Logs all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as needed.
• Analyzes and resolves incidents with a goal of 90% First Call Resolution.
• Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
• Direct Service Desk Requests
• Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support
• Logs all service desk email requests into Incident Management System (ServiceNow)
• Incident prevention and continuous process improvement (when time permits)
• Investigate causes, tests solutions, and puts solutions in place to reduce calls to the service desk.
• Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
• Promotes effective use of technology.
• Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen.
• Customer Service
• Must learn to think of the customer as the most important part of the job.
• Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior.
• Promotes a professional service desk image and sells the value of the service desk.
• Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives.
• Participates in other I&O teams
• Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems. Tries to identify possible problem areas or communication needs.
• Passes feedback from customers on to the End User.
• Communication
• Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
• Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
• Keeps customers informed of progress on problems that cannot be resolved on first call.
• Training
• Keeps current on all the technology used in the environment supported.
• Takes training that continues to develop interpersonal skills.

Required Qualifications:

• Education: Degree 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 Certification.
• Experience/Skills: They must have 3 years' work experience in an IT support function or a customer service oriented, call center environment as well as In-Person support.

Technical:

• Office
• Microsoft Exchange/Intune
• Windows 10/11
• Remote Access (VPN/SecurID)
• Smart phones
• Password Administration
• Hardware Diagnostics
• Data Network Fundamentals
• Intranet
• ServiceNow

Required Physical demands: While 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. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. 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. This includes providing desktop support install, move and configure computer and peripheral equipment. Technician is required to be able to lift fifty-pounds above their waist.

Work environment: While performing the duties of this job, the employee will have a cubical exposed to normal noise level in the work environment. Work Hours: A forty (40) hour work week is scheduled. Standard work schedule is 8 hours/day, five days a week, Monday – Friday, On-Call Support is after hours every 10 weeks for 1 week. Work week excludes Federal holidays observed by MasTec. Each work day has a 1- hour lunch. Overtime may be needed when requested and approved by management.

Area Security Access: A background investigation is required.

Performance Requirements: 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. Analyst must maintain good customer service by not receiving more than 1 complaint per month.

Qualifications About You:

• You have a track record of completing work with a high level of quality
• You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
• Are proficient in Microsoft Office suites
• Have excellent oral and written communication skills
• Have excellent time management, organizational planning, and problem-solving skills
• You follow instructions, respond to management direction, and keep commitments
• Strong leadership and project management skills
• Able to manage, establish, and communicate clear goals and objectives

Hard work pays off. See what you'll get for your effort:

• Compensation of $26- $27 per hour, depending on the experience.
• 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)
• Paid time off
• Paid holidays
• Family and medical leave
• Paid sick time

We 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.