IT Support Engineer

Responsibilities

• Handle all elevated incidents and service requests through service management tools
• Take detailed notes of user problems and determine necessary steps to resolve issues
• Manage the flow of incoming support requests
• Escalate requests to higher level support teams and experts as needed
• Provide end-user support for desktop computing environment, network infrastructure, and physical and cyber security
• Coordinate Incident Coordination for urgent IT issues
• Monitor IT systems, analyze performance data, and escalate to appropriate product specialists as needed
• Resolve escalated end-user issues and collaborate with IT development and infrastructure teams as needed
• Set reasonable customer expectations for resolution time
• Respond to a broad range of service requests for support
• Provide IT infrastructure support at various Company facilities
• Investigate and diagnose unresolved issues and allocate them as appropriate
• Route unresolved incidents to the correct product specialist for resolution
• Assist with the specification, development, research, and evaluation of services standards
• Document and train other Level 1 and 2 personnel on new features
• Cook with the Computer Operations Manager in establishing priorities
• Prepare training manuals and knowledge base articles for internal team and end-users

Requirements

• A minimum of five years of experience in a similar role
• Prior experience using help desk software and Microsoft applications
• An Associate Degree, Bachelor's Degree, or equivalent experience
• Seven or more years of experience in a similar position is preferred
• Previous experience with Jira or other Service Management software is advantageous
• A CompTIA A+ Certification is preferred but not mandatory

Work Shift

First Shift