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IT Support Specialist

Dragados USA, Inc.
Riverdale, MD Full Time
POSTED ON 1/21/2025 CLOSED ON 2/2/2025

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.

Requirements

  • 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.
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