What are the responsibilities and job description for the IT Support Specialist position at Keller North America, Inc.?
Overview
Keller Management Services, LLC is one of the World’s leading Specialty Contractors and have offices throughout the United States. We are part of the leading international ground engineering firm, Keller Group, PLC based in the UK.
We are seeking an in office IT Support Specialist in our Tampa, FL location. In this role, you will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams, the IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analysed, resolved and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.
Responsibilities
Key Results / Accountabilities expected from role
- Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
- Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk
- Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
- Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner
- Travel to other branch offices within designated BU as needed for onsite support and troubleshooting
- Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues
- Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
- Be involved in global projects to support other IT teams
- Order and configure computer systems, mobile devices, and peripherals
- Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
- Perform related activities resulting from the position held which are requested by management to ensure operational integrity
- Ensure all requests are dealt with in adherence to company policy and procedures
- Contact with Suppliers/Vendors and check delivery/arrange support
- Partner with IT and business personnel to discuss the impact of incidents on products and services
- Proactively learn and train other staff members on new product and service technologies
- Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s
- Always provide excellent customer service
Qualifications
Experience & Expertise
- 3 years of experience with Service Desk support or an equivalent role
- Ability to assess and prioritize issues while organizing daily responsibilities
- Excellent verbal communication and customer service skills
- Attention to detail
- Ability to work collaboratively in a team environment
- Be directly accessible and responsive to users; especially remote employees with limited time
- Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
- CompTIA certifications is a plus
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Opportunity Employer
