Information Technology Support Specialist

Site Service Specialist

JOB SUMMARY

As a member of the Site Services team the candidate will act as a single point of contact (SPOC). manage and resolve incidents, problems, and service requests reported to the IT Field Services in line with service level agreements (SLAs), take ownership of incidents and communicate on progress, maintain a high degree of customer service for all support queries and adhere to all service management principles, Escalate issues when required, assist with trend analysis, contribute to knowledge management, participate in audit activities related to the incident and problem management process, identify and report repeated issues, provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands-on support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Essential Duties and Responsibilities

• Installing, configuring and maintaining desktop and laptop PCs and peripherals, such as printers
• Installing and configuring application and operating system software and upgrades
• Troubleshooting and repairing hardware and network connectivity issues
• Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.
• Knowledge and familiarity with mobile devices (Smartphones / iPads)
• Perform company and customer specific technical work for technology initiatives.
• Document all work performed and enter requests for new services from staff and customers in the appropriate help desk system.
• Performing DELL hardware break fix support.
• Staging of customer PC and deployments.
• Perform other technology related duties as assigned.

Specialized trader applications like market data, Reuters etc

Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.

Installs new or upgraded hardware / software as assigned via service requests.Coordinates installation with the user and follows up to insure customer satisfaction.

Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

Demonstrate initiative and act independently to resolve problems.

Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation.

Participate in team projects as requested.

Skills and Abilities

Customer focused – Customer is #1 Attitude

Personal accountability for results

Detail oriented

Strong analytical and troubleshooting skills

High integrity

PC hardware repair (Dell / HP), Windows system support, OS X Support

Software installation / troubleshooting

Performing Tech Refresh

Mobile device support (iOS / iPhone / iPads) – excluding warranty hardware repair

Networking

Asset tracking

Stock room management

Basic support in Video conferencing equipment