IT Support Specialist I

Summary Objective:

Maintain a reliable technology environment by resolving escalated clients calls with a high-level of customer satisfaction. Setup and maintain IT hardware and software according to established procedures.

Essential Functions:

1. The IT Support area is the main client contact point for IT-related issues. (IT hardware, software, applications, telephones, etc.) This position is responsible for resolving escalated client calls. Backup Help Desk Specialist positions when staffing shortages arise or as needed.

2. Keep track of incoming requests within incident management ticketing system. Enter the important details including steps to resolve the issue accurately and in a timely manner based on the standard SLA’s. Assign tickets to the appropriate support operator when necessary. Enter on-call tickets the coming from e-mail, in-person, and chat.

3. Manage various systems access accounts in accordance with established policies and IT Control. Ensure all employee access requests are completed accurately and on time. Responsible for Annual Hardware Inventory Audit.

4. Work with colleagues, Infrastructure and Network Operation team, and application administrators to resolve issues.

5. Maintain the IT software and hardware asset inventory. Working with Manager of IT Support, to perform the IT Annual Hardware Inventory Audit.

6. Configuring new and repurposed IT equipment in accordance with the established PC configuration requirements. Provide high-level customer service when deploying all IT equipment to an end-user following the installation procedure.

7. Apply software patches to IT equipment in accordance with established change management practices. Maintain the appropriate software patch levels using the automated patch system where applicable.

8. Adhere to policies and procedures regarding IT hardware and software.

9. Maintain and update IT Support documentation and knowledge base system for customer self-service portal.

10. On a quarterly basis or as needed work with the Manager of IT Support and Manager of Telecommunications following established procedures to properly dispose of obsolete equipment and to prevent the loss of data.

11. Maintain and routinely test the IT equipment installed at the BC/DR Sites. Provide technical assistance for departmental Disaster Recovery tests as necessary.

12. Act as part of the “After hours” on call support team including response to system notifications and incidents. Being part of the on-call rotation requires documentation of calls and or emails received with details of the resolution in the ticketing system.

13. Continue to keep current and enhance knowledge of computer hardware and software through courses, certifications, or continuing education.

14. Maintain a good working relationship with Company employees. Demonstrate strong interpersonal skills with the ability to work independently and motivated to work as a team player to contribute to the success of the department and in turn, the organization.

15. Perform all other duties as assigned.

16. Follow the core principles representing the ideal behaviors that will guide the IT Team to success: 1.) Respect Others, 2.) Give Your Best, 3.) Be Accountable, 4.) Communicate Transparently and Effectively, 5.) Inquire and Provide Honest Feedback, and 6.) Commit to a Lifetime of learning.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Supervisory Responsibility:

This position requires no supervision of employees.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing – perceiving the nature of sounds at normal speaking levels with/without correction. Ability to receive detailed information through oral communication and make the discriminations in sound; 4) Specific vision abilities required by this job include: viewing a computer monitor; extensive reading.

Sedentary work may require occasionally lifting of up to 10 pounds and/or move up to 25 pounds. This work involves sitting most of the time, walking and sitting.

Travel:

Moderate travel is required for this position.

Competencies:

1. Strong Communication Proficiency

2. Technology Savvy

3. Customer/Client Focus

4. Deadline Oriented

5. Analytical Skills

6. Interpersonal Skills

7. Ethical Conduct

Required/Preferred Education and Experience:

An associate degree in an Information-related field with at least 3 years of IT-related experience is preferred. A practical knowledge of mobile and PC operating and application systems with an understanding of network topologies is required. A proven ability to diagnose and correct operating system and application problems. Strong interpersonal, analytical and communication skills are required.

Professional demeanor with clear and direct communication skills. Self-motivated and results oriented. Ability to thrive under pressure and deliver effectively in a fast-paced environment. Ability to manage multiple priorities effectively and consistently.

Experience

• 3 year(s): An associate degree in an Information-related field with at least 3 years of IT-related experience is preferred. A practical knowledge of mobile and PC operating and application systems with an understanding of network topologies is required. A proven ability to diagnose and correct operating system and application problems. Strong interpersonal, analytical and communication skills are required.

Education

• High School/GED or better