IT Support Specialist

About the role

Position Overview Our IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide first-line support for all staff. The IT Support Specialist is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person (for walk-in customers) and self-service. This position will be based out of the Louisville region supporting CMTA offices reporting to the CMTA IT Operations Manager.

Responsibilities

• Be the onsite local presence of IT for our customers, aiding and resolution to issues in a prompt, courteous, and empathetic manner.
• Work with in-house staff as well as outsourced service and hardware vendors on technical support issues to ensure minimal downtime and disruption.
• Provide support for users in the operation of a range of hardware including printers, scanners, and other external peripherals.
• Assist in maintaining, updating, inventorying, and troubleshooting (both onsite and remotely) approximately 1,000 devices, including servers, desktop computers, laptops, and mobile devices.
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.
• Assist all our users with any logged IT-related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update, and document requests using the IT service desk system (ServiceNow).
• Install and configure new IT equipment and accurately keep track of asset lifecycle from assignment to repair, to refresh, to recovery.
• Resolve incidents and upgrade different types of software and hardware including printers, copiers, and scanners.
• Create temporary user accounts and reset passwords ensuring that the correct permissions and data security are applied.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent