What are the responsibilities and job description for the Information Technology Support Specialist position at Southeast Building Supply Interests?
Job Description
Job Description
Description :
This specialty covers planning and delivery of customer support services, including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer-reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking databases; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security / information assurance policies, principles, and practices.
Responsibilities
- Provide Tier I customer service and technical support to end-users for hardware and software systems.
- Resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
- Provide guidance and explain policies and procedures to end-users.
- Assist users in obtaining access to systems.
- Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
- Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
- Resolving IT support requests from employees.
- Answering employee questions regarding computer systems.
- Gathering and analyzing data to diagnose problems with computer systems.
- Changing configurations, settings, and permissions to fix computer and hardware issues.
- Generating sign-ins for new hires during the onboarding process.
- Installing new software and hardware drivers and updating existing ones as needed.
- Updating employees on the status of their service requests.
- Logging all service requests and updating tickets as needed.
- Assist with internal IT projects.
- Installation of new IT solutions.
- Assist with setup of new branches into current infrastructure.
- Assist with training of new Bistrack users.
- Assist in testing and implementation of new software and hardware solutions.
- Perform other tasks as needed.
Requirements :
Education & Experience
Work Environment
Work is performed in an office environment.
Physical Demands
Work Hours
