IT Support Specialist (Contract Role)

Responsibilities

• Provides helpdesk-level coverage and support for internal clients.
• Collaborates with remote sites and coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established process.
• Solves technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
• Performs first and second level support and troubleshooting for workstation and mobile systems.
• Interfaces directly with end users in peril, leads and resolves incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation.
• Establishes and maintains direct relationships with business units as a support resource and contributing member of the production teams.
• Organizes the unorganized, communicates thoroughly and effectively in both written and spoken forms across the organization.
• Works proactively to determine potential issues existing in the environment.
• Applies performance tuning techniques where applicable.
• Researches new trends and technologies leading to testing and justification for deployment.
• Be available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergencies.
• Performs inventory management of team resources; applies workstation build technologies; configures and manages user account provisioning and permissions.
• Be eager to grow and develop new skills and tackle special projects as needed.

Qualifications

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Strong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OS.
• Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.).
• Understands and communicates system concepts to end users and technical teams.
• Familiar with the concepts behind a distributed build system; familiarity with enterprise storage technologies (SAN, NAS, iSCSI) – NetApp, EMC, HDS ideal; basic networking skills; knowledge of security concepts and industry best practices; Linux and Mac OS experience are both a strong plus.
• Able to interact effectively with others on varying technical competency, vendors, management, and staff.
• Manages competing demands and changes approach or method to best fit the situation.
• Takes responsibility for own actions; keeps commitments; commits to required work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Is actively available to respond when needs arise.
• Volunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when needed.
• Operates across multiple projects concurrently and assumes responsibility for implementation of projects.