What are the responsibilities and job description for the Information Technology Support Specialist position at Electro-Mechanical Corporation?
Electro-Mechanical and its divisions utilize state-of-the-art technology to manufacture a wide variety of products used in the generation, transmission, distribution and control of electricity across the globe. We have a track record of financial success, a platform for future growth… and diverse employment opportunities for individuals who are motivated to take our company to the next level.
The IT Support Specialist position is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and / or escalating them to the appropriate specialist support groups. The Specialist will participate in the assessment and deployment of applications necessary to meet the needs of the company and provide on-going support, enhancements and maintenance to systems in production. The position requires technical troubleshooting abilities and excellent customer service skills. This position reports to the Network Manager.
Primary Responsibilities and Activities
- Triage issues and service requests via phone, e-mail, online, chat, etc.
- Troubleshoot the end user's issue and resolve upon the first contact, when possible.
- Accurately record and document all details of the issue or service request, including categorization and priority into the IT ticket system.
- Performance with AD.
- Ability to work with Switches, Routers, and Voice Communications a PLUS
- Provide remote access / VPN support.
- Provide "how to" assistance on all internally supported devices, applications, and systems.
- Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
- Respond to end-user inquiries regarding the status of incident / service request tickets and perform follow-ups.
- Contribute to the creation / facilitation / maintenance of FAQ documents, knowledge articles and user guides.
- Analyze and design applications and processes to meet user needs.
- Install new releases.
- Maintain existing applications and processes.
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Primary Work Arrangements
Required Knowledge and Skill
Key Behaviors and Competencies
EDUCATION AND EXPERIENCE
MINIMUM PHYSICAL REQUIREMENTS
Verbal communication ability in English is required. Spanish a plus but not required. Visual acuity is required for online work at a computer terminal. Manual dexterity is required for keyboard functions. Must be able to lift up to 25 pounds at times. Approximately 80% of the work involves interaction throughout EMC so the ability to move to and within facilities and driving to other facilities is required.
WORKING CONDITIONS
The work area is within a sheltered office environment. Stress fluctuates between moderate, high and intense. Errors in system functions can have far reaching consequences. The work requires cooperation, flexibility and resourcefulness as a member of the EMC Information Technology team.
Work Environment :
EMC expects that every team member will be guided by EMC's Core Values.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
PandoLogic. Keywords : IT Support Specialist, Location : Bristol, VA - 24201 , PL : 596126587
