IT Support Specialist

SUMMARY:

Serve as the first point of contact for customers seeking technical assistance and support. Troubleshoot and document customer issues in a timely and professional manner.

DUTIES AND RESPONSIBILITIES:

• Monitor and respond quickly and effectively to requests received through the phone, e-mail or ticketing system
• Accomplishes remote troubleshooting through diagnostic techniques, asking pertinent questions or connecting remotely to the user’s session
• Performs hands-on at the desktop level including but not limited to installing hardware, software, implementing file backups, configuring systems and applications, among others
• Determines the best solution or recommendation for the reported incident or request
• Assist users through the troubleshooting process
• Escalates unresolved issues to the next level support
• Documents requests, events and resolutions in the ticketing system
• Obtains customer feedback information and effectively communicates to all applicable internal staff members
• Updates documentation and knowledge base of products and/or services
• Prepares reports and correspondence as needed
  
  

QUALIFICATIONS:

• Associate Degree in IT, Computer Science, or related field
• Minimum of two years of IT Support or related experience
• Working knowledge of Windows Operating Systems
• Working knowledge of Microsoft Office
• Working knowledge of PC Hardware (computers, peripherals, printers, etc.)
• Working knowledge of IP networking (TCP/IP) and commonly associated services (DHCP, DNS, FTP, etc.)
• Experience administering Active Directory users and groups
• Excellent customer service skills
• Excellent verbal and written communication skills in English and Spanish
• Commitment to excellence and high standards
• Strong organizational skills; able to manage priorities and workflow
• Ability to work independently and as a member of various teams and committees
• Ability to understand and follow written and verbal instructions
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to effectively communicate with people at all levels and from various backgrounds
  
  

Job Type: Full-time

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