IT Specialist II

About the role

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.

Responsibilities

• Handles advanced technical issues escalated from Level I staff; provides guidance on complex problem-solving
• Logs, assigns, updates, and resolves incidents and service requests in the Incident Management System (ServiceNow) with high accuracy and efficiency
• Targets a high first-contact resolution rate by applying deep technical expertise and knowledge of enterprise systems
• Prioritizes and resolves issues related to Microsoft Office, Windows OS, remote access tools, and enterprise applications with minimal supervision
• Responds to and completes service requests such as password resets, user provisioning, access requests, printer mapping, and other operational support tasks with a high level of accuracy and attention to detail
• Reviews and updates request workflows and documentation to reflect current processes and improve efficiency
• Investigates root causes of recurring incidents; designs and implements preventive measures to reduce service desk volume