IT Technical Support Specialist

IT Technical Support SpecialistHonorVet Technologies is a Service Disable Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn't a tagline; it's the way we work. We don't forward resumes and hope for the best. We take the time to understand where a professional like you is headed and only reach out when we genuinely believe there's a fit worth exploring.Title: IT Technical Support Specialist Location: Los Angeles, CA, 90020 Work Mode: Onsite Duration: 9 Months Work Hours: 40 Hours Shift: 08:00 AM – 5:00 PM Travel: 5% Note: Must have a valid driver's license without restrictions and access to an operating vehicle to attend meetings.Description:The IT Technical Support Specialist works under the supervision of professional information technology staff to provide basic support services and assistance; perform routine information systems related tasks in a centralized IT organization.The IT Technical Support Specialist will provide support to systems customers and/or to departmental staff for a variety of IT related issues including the identifying, tracking, documenting, researching, and resolving job issues or problem calls, and will follow specific procedures for escalating high priority issues, when required;support IT professionals by performing routine systems testing and production work, including validating user manuals, procedures, and other instructional materials;will work on medium size office grade printers and high speed commercial printers as needed;should be capable of lifting office supplies and equipment of up to twenty pounds;assist in the installation, configuration, maintenance and troubleshooting of information technology devices including personal computers, video display terminals, printers, cabling and other hardware.Skills RequiredThe IT Technical Support Specialist will possess knowledge and experience in customer service; decision making; organizational awareness; problem solving; oral communication, speaking and writing; troubleshooting hardware and software issues.Additional Skills RequiredStrong customer service and communication skills, including the ability to assist users with varying levels of technical proficiency.Ability to troubleshoot application, access, authentication, navigation, and workflow issues.Ability to accurately document incidents and service requests and provide clear escalation information.3 years experience using ticket management/service desk platforms, Cherwell or ServiceNow or similarAbility to explain technical issues in clear, non-technical language to frontline staff.Strong organizational skills and ability to manage multiple tickets and priorities simultaneously.Ability to recognize recurring issues and contribute to knowledge articles and troubleshooting guides.Ability to work collaboratively with project staff, Super Users, and Tier-2/Tier-3 support teams.Ability to maintain confidentiality and appropriately handle sensitive information.Willingness and ability to work in a high-volume, time-sensitive environment during Go-Live and stabilization.Experience RequiredTwo (2) years of highly specialized clerical experience involved in an information systems environment including the use or installation of desktop software and/or operating high-speed commercial printers.3 years of Tier-1 service desk, technical support, or enterprise application support experience.3 years experience with incident management, ticket documentation, prioritization, and escalation.3 years experience troubleshooting user access, application errors, browser issues, and system navigation.3 years experience supporting a system implementation or system transition.3 years experience working with distributed users across multiple offices or locations.Education RequiredA high school diploma or equivalent.Associate degree or higher in Information Technology, Computer Science, Information Systems, Business, or a related field.