What are the responsibilities and job description for the IT Support Specialist I position at TDIndustries?
Job Summary
Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems.
Company Overview
Established in 1946, TDIndustries has developed into one of America's premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance. For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve healthcare facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.
Our employees, whom we call “Partners” are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.
Essential Duties
- Enters all work as service tickets into the ticketing system. Effectively documents, tracks and escalates mobile device issues within the IT Support team, cell phone providers and external vendors.
- Purchases and stocks all IT mobile devices and related accessories. Tracks mobile equipment inventory using appropriate methodology. Is responsible for all AV, conference room activity, web conferencing, etc.
- Provides day-to-day support and troubleshooting of user and application problems. Provides references for users by writing and maintaining user documentation; providing help desk support; training users.
- May assist or lead special project work such as AV improvements, hardware testing, etc. Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions. Works with software such as, RDP, active directory, Office 365, visual studio team services (VSTS) or similar agile project management.
- Provides onsite/remote training and mentoring for IT Support team. This training and mentoring includes but is not limited to on-boarding of new IT Support team members, and approved changes to IT Support processes, procedures. Participates with other IT staff and internal customers in new product reviews, tests and pilots.
- Acts as a liaison between customers and IT to insure exceptional customer service. Communicates with customers as required, keeping them informed of incident progress, notifying them of impending changes or scheduled appointments with the service technicians. Ensures fast turnaround of customer requests. Escalates service requests that cannot be resolved or scheduled within agreed service levels or timeframe.
Minimum Requirements
- Associate’s Degree in Computer Science, Information Systems, Information Technology or Computer Engineering is preferred.
- 2 years of experience.
- Knowledge of and prior experience working with Microsoft products including but not limited to current operating systems, software and applications.
TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled
