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The IT Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain expectations. Problem resolution may involve the use of diagnostic and help request tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Deploy software using distribution tools and processes as requested by end users
Provide first contact support of incoming requests to the service desk via telephone, email, chat, ticket system to ensure courteous, timely, and effective resolution of end-user issues
Prioritize incidents and service requests
Escalate incidents with accurate documentation to applicable group, when required
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Use remote tools and diagnostic utilities to aid in troubleshooting
Research solutions through internal and external knowledgebase as needed
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Test fixes to ensure an incident has been adequately resolved
Provide suggestions for continual improvement

Position Requirements

College diploma or university degree in the field of computer science or minimum 1 year equivalent work experience
Knowledge of basic computer hardware, including laptops, docking stations, printers, scanners, monitors, cell phones, and desktops
Experience with desktop and phone operating systems, including Android, Iphone, Windows 11
Working knowledge of a range of diagnostic utilities
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills

Personal Attributes

Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in a user-friendly manner
Highly self-motivated and directed
Attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a fast-paced environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment

Work Conditions

40-hour work week on-site as required
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals

Compensation: The base salary range for this role is $21–$25 hourly. Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.