Description
Experience Level: (Intermediate, 1 - 3 Years Experience). Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associate's degree in a related area or 1 - 3 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.
IT Support Specialist -
Requirements: To provide customers with quality and timely support for their technology, and achieve the corporation's customer satisfaction goals with internal and external customers where applicable. This job will primarily be support internal written applications and websites. The support tasks for this position include call and email handling, problem identification, logging and tracking, resolution, and escalation as appropriate to escalation points. This position documents problems and solutions, and records all activity and communications regarding problem calls. There is a possibility of overtime as needed.
Tools/Applications: Demonstrates the following skills and behaviors:
Basic to advanced PC troubleshooting
Basic knowledge of PC hardware
Knowledge of Microsoft Operating Systems from a support perspective
Working knowledge of troubleshooting methodologies in a networked environment
Knowledge of Desktop Applications with an emphasis on Microsoft Office products
Basic understanding of connectivity protocols and drivers
Understanding of support issue tracking software (ie Remedy)
Strong Customer Service skills
Strong verbal and written communication skills
Ability to deal with unresolved situations, frequent change, delays, or unexpected events
Collaborative nature and willingness to take ownership of issues involving multiple support groups
Acquire, maintain and expand knowledge of relevant product offerings, current support policies and methods of support delivery, in order to provide technically accurate solutions to users. Continue self-improvement through training.
Handle and/or respond to escalations as appropriate.
Basic Qualifications:
BS/BA degree with three years technical experience or two-year technical degree with five years experience. Must have the ability to provide positive customer service and advanced communication, problem solving and technical writing skills. Technical proficiency in relevant operating systems, applications and/or languages is required. Computer programming and troubleshooting experience preferred.
There is a possibility of overtime and as needed.