Information Technology Support Specialist

Role Overview: Provide second-level technical support for internal and remote users, assisting with computer applications, hardware, and network systems. Tasks include deploying hardware/software, troubleshooting, responding to inquiries, and collaborating with IT teams to resolve issues. The role focuses on in-person and remote relationship-building and understanding site operations to improve IT service delivery.

Key Responsibilities:

• Help Desk Support: Monitor and respond to tickets, ensuring timely response and resolution of incidents and requests.
• Issue Documentation: Document solutions in the ticketing system for accurate records and knowledge sharing.
• Hardware Deployment: Set up and/or deploy devices like computers, printers, and mobile devices using Microsoft Endpoint Manager.
• Connectivity Maintenance: Ensure proper operation of all equipment (workstations, phones, printers, etc.).
• User Account Management: Assist with account setup and permissions via Active Directory and Azure AD.
• Troubleshooting: Resolve basic hardware/software issues and troubleshoot, identify, and escalate complex problems.
• Performance Monitoring: Track device performance and report recurring issues.
• Collaborative Support: Work with IT teams and business partners to facilitate software and hardware improvements, upgrades, reconfigurations, and/or purchases.
• End-User Assistance: Provide on-site and remote IT support for users and visiting employees/contractors within the assigned region.
• Security Support: Assist with basic security issues and ensure compliance.
• Knowledge Sharing: Share IT knowledge with the support team.
• Project Participation: Assist with system implementation and upgrades.
• Asset Management: Participate in network asset management.
• Team Support: Assist development teams during project lifecycles.
• Additional Duties: Complete other tasks as assigned.

Qualifications:

• At least 2 years of demonstrated Service Desk 2 experience with expertise in Windows, Microsoft 365, laptops, printers, and providing in-person support.
• Certifications: ITIL knowledge preferred. A , Network , Microsoft, or similar certifications a plus.
• Technical Skills: Basic knowledge of systems like Windows 10/11, Microsoft 365, Cisco VoIP, mobile devices, and ServiceNow.
• Troubleshooting: Experience with hardware/software troubleshooting.
• Data Privacy: Knowledge of data privacy laws.
• Collaboration: Ability to work alone, and with remote teams, in a team-oriented and supported environment.
• Communication: Clear written and verbal communication.
• Planning & Prioritizing: Ability to manage tasks based on business impact.
• Plus if someone has manufacturing setting experience