IT Support Specialist -- SAHDC5840608

Responsibilities

• Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting
• Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures
• Recommend and test cost effective technical system improvements
• Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager
• Proactively create corrective and mitigating steps to reduce future incidents and ticket volume
• Use an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)
• Manage Exchange Online including mailboxes, distribution groups, calendars
• Collaborate with internal departments to improve/create processes
• Work with internal departments and external vendors to implement new applications, services to end users
• Participate in projects and act as a Subject Matter Expert for key technologies
• Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues