IT Support Specialist - Nights

Description

Job Summary:

The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security.

 Shift Hours: Sunday/Monday/Tuesday and alternating Wednesday from 7p to 7a onsite at location.

Essential Functions:

• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution

• Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support

• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency

• Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.

• Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards

• Assists with maintenance activities to include Microsoft servers

• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency

• Author process and support documentation to increase first call resolutions and reducing time to resolve

• Applies knowledge to the business and provides personalized, value-added service to clients

Requirements

Qualifications:

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience

• One + year experience in customer service role providing technical support

• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred

• IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)

• Above average desktop/laptop/network/hardware/software/application troubleshooting skills

• Microsoft Server Technologies, VMWare

• Windows Operating Systems, Active Directory, O365

• Experience using service management system for issue tracking

• VOIP, WAN and LAN connectivity/routers experience preferred

• Outstanding phone etiquette