What are the responsibilities and job description for the IT Support Specialist position at Dragados USA, Inc.?
Essential Job Functions
- Use judgment, critical thinking, technical expertise and troubleshooting skills to diagnose end-user incidents to restore services or provide solutions.
- Effectively manage end-user support queues within IT service management tools.
- Respond and work on tickets in appropriate order to meet established SLAs effectively and consistently.
- Adhere and reinforce enterprise incident, problem, and knowledge management standards.
- Document actions and issues in IT Service Management tool.
- Prioritize incidents and identify problems to effectively resolve end-user requests from local and remote locations.
- Provide end-user training and deskside assistance at various Dragados locations for custom applications.
- Provide end user training, guidance, and assistance deskside and via electronic communication (email, chat, video etc.) to various Dragados locations.
- Act as a primary point of contact for IT incidents and requests.
- Educate employees on IT services and processes, including appropriate paths to engage IT for support.
- Analyze incidents, problems, and requests to identify trends and solutions.
- Prepare for deployment, maintain, and control IT assets inventory.
- Responsible and accountable for user onboarding and offboarding processes and procedures.
- Basic project management skills and the ability to handle different tasks simultaneously.
- Experience supporting Microsoft technology, including Active Directory, Windows, M365 office Suite, etc.
- Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical users and staff.
- High school and/or vocational training required, bachelor’s degree preferred.
