IT Onsite Support Specialist

Responsibilities

• Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
• Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk
• Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
• Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner
• Travel to other branch offices within designated BU as needed for onsite support and troubleshooting
• Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues
• Aid with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
• Avoidance of global projects to support other IT teams
• Configure computer systems, mobile devices and peripherals for local office
• Virtual stock management in ServiceNow platform for devices for local office
• Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
• Performing related activities resulting from the position held which are requested by management to ensure operational integrity
• Contact with Suppliers/Vendors and check delivery/arrange support
• Partner with IT and business personnel to discuss the impact of incidents on products and services
• Proactively learn and train other staff members on new product and service technologies
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s; Always providing excellent customer service

Qualifications

• 3+ years of experience with Service Desk support or an equivalent role
• Ability to assess and prioritize issues while organizing daily responsibilities
• Excellent verbal communication and customer service skills
• Attention to detail
• Ability to work collaboratively in a team environment
• Be directly accessible and responsive to users; especially remote employees with limited time
• Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
• CompTIA certifications is a plus

Benefits

• 401(k) + matching
• Health, Dental, Vision insurance
• Life insurance
• Paid time off (PTO)
• Holiday Pay