IT Support Specialist

About the Role

The IT Support Specialist will support IT business and enterprise operations teams in multiple US time zones, applying internal customer service skills, technical knowledge, and troubleshooting expertise to assist the IT business practice and its internal customers.

Responsibilities

• Serve as the first point of contact and front-end support, answering inbound helpdesk requests for all areas of the IT Enterprise, interacting with employees, customers, vendors, and contractors.
• Diagnose, troubleshoot, and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals, and mobile and desktop equipment.
• Install desktop and laptop hardware, software, and peripheral components as required.
• Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory.
• Perform maintenance and troubleshooting on printers, copiers, and IP telephony systems.
• Configure, update, wipe, and/or repair Windows and Mac desktop systems.
• Support the corporate base of iPhone and Android mobile users.
• Set up, configure, and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365.
• Follow up on tracked requests and ensure timely resolution, with the goal to resolve all issues on the first call.
• Provide feedback on reducing ticket times and improving helpdesk efficiency.
• Engage and contribute to the IT team on projects and tasks supporting business enterprise needs.
• Provide wireless network support for users, including connectivity issues and administrative functions of the system.
• Assist in developing procedures for identifying, documenting, escalating, and managing incidents, requests, and problems.

Qualifications

• High school diploma or equivalent and 3-4 years of proven experience in a helpdesk environment (Tier II support).
• Strong understanding of computer systems, mobile devices, and applications in an Enterprise IT environment.
• Experience with wired and wireless Local Area Networks (LAN), Wide Area Networks (WAN), and Networking preferred.
• Ability to diagnose, troubleshoot, and resolve basic to complex end-user technical issues.
• Working knowledge of Microsoft and Mac operating systems and Office products.
• Excellent oral and written communication skills.
• Certification on Microsoft Client or Server products is preferred but not required.
• SharePoint, Salesforce, or ServiceNow experience is preferred but not required.

Competencies

• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality: Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments.
• Dependability: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity: Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment.
• Innovation: Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas.
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas.
• Judgement: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making.
• Oral Communication: Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills.
• Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
• Professionalism: Approaches others tactfully; reacts well under pressure; treats others with respect; accepts responsibility for own actions; follows through on commitments.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance.
• Safety and Security: Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; contributes to building a positive team spirit.
• Technical Skills: Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills.

Physical Demands and Work Environment

• Occasionally required to stand, walk, climb, balance, bend, stoop, kneel, or crawl.
• Continually required to sit.
• Occasional exposure to wet and/or humid conditions (non-weather), moving mechanical parts, and outside weather conditions.

Benefits

• Health Coverage: Medical, dental, and vision insurance.
• Health Savings and Flexible Spending Accounts: HSA with employer contribution for eligible participants. FSA's offered for health and dependent care.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off and Holiday Pay.
• Company-Sponsored Insurance: Short-Term Disability, Life Insurance, and Long-Term Disability (with medical election).
• Optional Benefits: Voluntary life, critical illness, legal, and additional disability coverage.
• Wellness Programs: Employee assistance program (EAP), Wellhub gym membership, and other wellness initiatives.