IT Support Specialist

About the role

The IT Support Specialist serves as the initial point of contact for customers regarding IT issues. They triage help tickets and requests, process and forward to appropriate technical experts if necessary. Responsibilities include providing technical advice, troubleshooting, restoring service, and creating documentation on software usage and training users.

Responsibilities

• Help-desk triage of incoming calls/tickets for the Western Region
• Perform Tier 1 and higher issue resolution for incoming help requests from end users
• Install and upgrade software and install hardware
• Maintain End User application security access
• Ensure continuous customer support and contact with customers
• Consult with vendors on resolutions to identified issues
• Provide configuration, maintenance, and support of mobile devices
• Provide configuration, maintenance, and support of laptops and other related hardware
• Deploy tasks: Desktop deployment, user creation, Teams rooms, mobile devices, etc.
• Work with end users to ensure features are understood
• Train new users on software applications
• Overflow for Western Region Help Desk
• On-going Training

Requirements

• Technical or vocational school education or equivalent information technology experience
• 3 to 5 years experience
• Preferred experience working with business software in a construction environment
• Ability to translate business needs into deployable software solutions
• Knowledge of translating business needs into deployable software solutions

Qualifications

• Ability to learn new technologies
• A desire to be an expert on a rapid timetable
• Ability to explain findings in a concise, actionable manner
• Exceptional communication skills (verbal and written)
• Ability to identify, analyze, and create consumable documentation and training

Skills & Abilities

• Customer service
• Willingness to learn new technologies
• Ability to explain findings in a concise, actionable manner
• Exceptional communication skills (verbal and written)
• Ability to identify, analyze, and create consumable documentation and training