Information Technology Support Specialist

Specific Responsibilities • Monitor multiple inbound support channels including phone, email and incidents • Validate customer entitlement • Create incidents • Triage, troubleshoot, resolve and escalate incidents as necessary • Execute provided SOP’s • Provide customer communications regarding ongoing incidents Qualifications • High School diploma or equivalent. • 1-3 years of service desk/support role • Must be proficient in supporting MS Office including, but not limited to Outlook, Word, Excel, and PowerPoint • Must be proficient in supporting Windows OS • Excellent verbal and written communication skills with the ability to effectively communicate technical information to a non-technical audience. • Must be an effective listener with ability to take initiative and work both independently and as part of a team • Previous experience with ITIL concepts • Demonstrated ability to occasionally lift up to 60 lbs. without assistance. Other Required Qualifications • Position requires participation in 24/7 department on-call program. On-call employees are required to carry a department sponsored cell phone, respond to calls within 15 minutes, troubleshoot problems and escalate to appropriate parties as needed. • Position may require participating in meetings outside of normal business hours including occasional evenings and/or weekends. • Position is located in a support department which operates 24 hours a day, seven days a week to provide support and service. Employees may be asked to provide coverage outside of their standard work schedule to provide support for go-lives, vacations, holidays, staff shortages or other special circumstances as determined by leadership. • Position requires strong phone skills and ability to empathize with users. Preferred Qualifications/Certifications • MOS, MTA, MCSA, A+ • Apple OSX • ITIL Foundations not required but a huge positive Shift is 5PM-2AM

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