Information Technology Support Specialist

Responsibilities:

• Provides 2nd-level on-site technical support for foundational issues on hardware, software, and service requests.
• Assesses appropriately triages, and escalates tickets when appropriate to Senior Staff.
• Obtains and evaluates all relevant information to handle product and service inquiries.
• Updates incident tickets through resolution and enters new incident tickets for walk-in/drive requests into the tracking system.
• Coordinates workstation build/deployment including interaction with customers for scheduling, obtaining required forms, confirming equipment & technical resource availability
• Review & update existing technical procedures to present to the technical team for feedback, and create new technical documents as needed.
• Partners and coordinates with IT Training Department to refresh training room equipment.
• Collaborate with other support groups such as National IT and local ITS in identifying resolutions for incidents and/or maintenance activities, as needed.
• Work with local and National Information Security teams to ensure security vulnerabilities are addressed and solution implemented.
• Responsible for determining and documenting resolutions in the tracking system to identify trends.
• Negotiates with customers on response time and problem-solving resolution, including analyzing root causes to prevent the issues from surfacing.

Qualifications :

• Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience.
• Typically requires 3 to 5 years of relevant technical or business work experience.
• Previous C-level support-executive support-VIP level support.
• Process requests and incidents escalated from the level 1 support.
• Provide basic technical training on hardware and software to customers.
• Provides 2nd & 3rd level on-site technical support for software and hardware environment and platforms for incidents and service .
• Provides 2nd and 3rd-level support for in-house developed applications or Common Off the Shelf (COTS) products.Requests as well as remote 2nd and 3rd level support to remote locations.
• Build, configure, and deploy new workstations per defined standards and coordinate with customer on requirements.
• Collaborates with the 1st level help desk to remediate escalated tickets and share best practices for agents to leverage for future customer interaction to resolve on first contact.
• Install, test and verify standard software packages including but not limited to Operating systems, and educate customer.
• Monitors desktop performance and evaluates potential improvement in collaboration with desktop engineering SME.
• Monitors and manages incoming service/incident requests and assigns appropriately.
• Demonstrated working knowledge of basic to intermediate hardware, software products, problem solving and diagnostic skills.