Best Canditate
As an IT Support Specialist, you will play a crucial role in ensuring the efficient operation of IT services within the organization. Your responsibilities include monitoring support queues, resolving technical issues, and maintaining IT facilities and inventory at assigned sites.
Job Requirements:
- Minimum of 3 years of experience in a help desk environment.
- Effective communication skills with IT and organizational staff.
- Proficiency in assisting with Hardware Asset Management processes.
- Ability to recognize potential issues and recommend solutions.
- Basic experience with process improvement.
- Demonstrated initiative in finding solutions to complex issues.
- Expertise in troubleshooting processes.
- Proficiency in documenting request details, statuses, resolutions, and Knowledge-Based Articles (KBAs).
- Competence in deploying end-user devices.
- Preferred certifications: CompTIA A+ and/or Network+, Microsoft MCSA: Windows 10.
- Advanced troubleshooting skills with client desktop hardware and software, including Microsoft Surface hardware, Windows 10, Microsoft 365 products (Office, Exchange Online, SharePoint, etc.), and Apple iOS devices.
About Key Responsibilities:
- Monitor support queues and collaborate with IT support teams to prioritize and resolve open tickets.
- Act as an escalation point for team members when dealing with complex issues.
- Conduct research and resolution of technical problems, with the ability to escalate to senior and partner resources when necessary.
- Assist in queue monitoring and maintenance based on ticket volume and staffing levels.
- Create knowledge base articles for common or high-impact issues and document their resolutions.
- Proactively identify opportunities for improving user-facing technology.
- Ensure comprehensive and clear documentation of technical details in each support ticket.
- Monitor and maintain IT facilities at assigned site(s), including conference rooms and common-area printers.
- Manage IT inventory at assigned site(s) and place restock orders with IT Management.
- Perform other related duties as required.
