IT Support Technician

IT Systems Support Specialist

Primary Purpose: Provide IT systems support to end users on a variety of moderate to complex issues for internal and external customers. Respond to technical support requests submitted via email, and document, track, and monitor issues to ensure timely resolution.

Essential Functions and Responsibilities:

• Provide moderate to complex support to colleagues regarding internal proprietary systems (e.g., JURIS, One Team, SIR, TAMS, and Voyager). Issues are typically reported via email.
• Perform moderate to complex troubleshooting and assist with software development issues as needed.
• Communicate high-visibility issues to the immediate supervisor.
• Escalate requests to the appropriate departments as needed.

Additional Functions and Responsibilities:

• Perform other duties as assigned.
• Support the organization's quality program(s).

Qualifications:

Education and Licensing: Bachelor's degree from an accredited college or university preferred, or five (5) years of Help Desk or technical support experience (or equivalent).

Experience and Skills:

• ServiceNow
• Microsoft 365 (OneDrive, Teams, Word, Excel)
• Basic networking
• A+ certification
• Experience supporting Dell desktops and laptops

Skills & Knowledge:

• Excellent customer service skills
• Proven understanding and knowledge of quality
• Good knowledge of service center processes and procedures
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Good judgment and discretion skills
• Ability to manage multiple projects and set priorities
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies
• Ability to complete required number of monthly quality monitors

Work Environment:

When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines. Physical: Computer keyboarding, travel as required. Auditory/Visual: Hearing, vision and talking.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Background and Credit checks must be completed during onboarding.

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."