What are the responsibilities and job description for the ICT Support Specialist position at BARRETT?
ICT Support Specialist
The ICT Support Specialist provides customer-centric ‘first point of contact’ ICT support for all business units within the North American region. Part of the Group ICT team and reporting to the Director of ICT, the role seeks to maximize staff productivity via timely response and effective resolution of issues relating to the availability and performance of systems, software, and services. This role works collaboratively with the broader ICT team, internal stakeholders, and external service providers to deliver high-quality outcomes, capture knowledge, and develop support documentation and processes for reuse across the support team.
Education and/or Experience
- 2 years’ experience administering contemporary end-user environments and using associated tools and technologies, e.g. Windows 11, Active Directory, Entra, M365
- Training certification in IT or related discipline (or equivalent work experience)
- ITIL 4 Foundations certification is desirable.
- 1 years’ experience supporting a geographically distributed, mid-size organization (>200 staff)
- Experience administering Apple iOS and devices, preferably in a corporate environment.
- Maintain valid driver’s license.
- Maintain eligibility to work with firearms under state and federal guidelines.
- Possess strong computer skills with advanced proficiency in Microsoft Office Suite.
- Good interpersonal skills. Comfortable communicating with employees at all levels.
Responsiblities to include the following. Other duties may be assigned.
- Be the ‘first point of contact’ targeting ‘fixed on first contact’ resolution, providing consistent support by referencing and refining established procedures.
- Log, triage, and manage support requests raised by any channel, e.g. phone, email, portal, and walk-ups, including capturing all relevant information, creating and assigning tickets, prioritizing the request and assigning it to the appropriate support resource to ensure efficient resolution.
- Manage user access, for example manage user accounts and permissions.
- Support all end-user related hardware, software, and services (computers, printers, phones, and mobile devices).
- Perform basic network and server troubleshooting, escalating to the appropriate SME as necessary.
- Support meeting room technologies such as audio visual and video conferencing systems, by monitoring system availability and providing in-person / in-event support.
- Create and maintain accurate support information, including documentation, processes and ticket information that collectively underpin efficient, consistent, and quality-driven ICT delivery.
- Follow established ITIL processes and improve and extend ITIL processes where possible.
This position is currently accepting applications.
