IT Support Specialist
Troubleshooting and Support
Receives, responds to and monitors status of requests for technical assistance; updates ticketing system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy.
Follows escalation procedures in situations where advanced troubleshooting/application support is necessary to resolve end user issues.
Answer questions, provide end-user training, and resolve problems via telephone and email, primarily utilizing remote support software and tools.
Provide and allocate necessary access to multiple software applications or folders for end-users utilizing admin tools and solutions provided.
Create detailed documentation for IT, both internal and external facing regarding technical how-to's, troubleshooting processes and workflows.
Supports the administration of the primary ticketing system; creating, updating, and modifying ticket templates, automations and triggers to improve efficiency and coordinate workflows.
IT Team Collaboration and Support
Participates in PMO Governance process to understand overall technology strategy at Harris.
Maintains adequate KPIs in technical support, ticket quality, and SLAs.
Collaborates with the IT team to identify, gather and analyze data relating to non-functional applications and software for incident reporting and resolution.
Participates in deployment and relocation of computers and associated peripheral equipment.
Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
Prepares fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans.
Researches information systems across multiple levels and states and their relationships.
Organizational Support
Creates and maintains application and end user documentation following applicable department, company and industry standards and policies.
Investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality.
Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards.
Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
Research and Development
Informed of current business practices and innovation.
Investigates the root cause(s) of poor performing processes, identifies any process automation contributors, and recommends corrective actions.