What are the responsibilities and job description for the IT Support Specialist position at CASEY\?
Under direct supervision, the IT Support Specialist is responsible for providing technical assistance and support related to the computer systems, hardware, and software used by team members across Casey’s business areas. The Support Specialist provides level Tier 1 support.
Key Responsibilities:
- Respond to incidents in the form of calls or automated tickets in the IT service management platform.
- Perform remote troubleshooting using diagnostic techniques and tools and asking pertinent questions. For incidents requiring
physical intervention, walk the team member through the remediation process in such a way that they understand what is needed so that they can correct their issue. Perform follow-up and update of status as needed. - Diagnose and determine the best solution based on the issue based on the details provided by the incident requestor and matched against existing run books.
- Document all call activity in the IT service management platform including details on the original call, status updates and final resolution.
- Perform escalation of issues that cannot be resolved in established incident timelines to the next level of support.
- Provide feedback or suggestions from team members to leadership.
- Assist in identifying and suggesting potential improvements to procedures, processes, or tools.
- Assist in ensuring the integrity and security of enterprise data on all systems and platforms as well as data transfer per privacy, security, and regulatory compliance.
- Perform other duties as assigned.
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