IT Support Specialist

Service Desk responsibilities – Staff for a 24x7x365 Service Desk. Service Desk Analysts need to be good problem solvers who are genuinely interested in helping people. Because much of our work is done over the telephone, chat and via email

Essential Functions:

• Service Desk
• Provide first line support to Internal Customers for service desk issues, including without limitation, fulfilling hardware and software support requests via phone, chat, email or online tickets.
• Work to resolve Internal Customer service desk issues by providing necessary services, troubleshooting, fixes, workarounds, training and advice.
• Escalate more complex Service desk issues to the relevant IT team/technician within prescribed time limits.
• Manage Service desk requests from receipt of the support request through fulfillment/problem resolution, or escalation.
• Log all Internal Customer interactions in the ticket system.
• Document incident resolutions and knowledge for reuse by Internal Customers and IT support personnel.
• Comply with all of IT Service Management processes and best practices.
• Participate as requested in appropriate IT releases by testing the usability of such releases from an Internal Customer's perspective.
• Drive continuous improvement in IT request and support processes.
• Work on additional projects as requested and pre-approved by the team lead or manager.
• Be flexible to work any shift or overtime as requested.

Requirements

Skills and Abilities Required:

• Strong Customer Service skills
• Strong Verbal and Written communication skills
• Strong trouble-shooting skills
• Strong and fast Key-boarding skills
• Should have a strong understanding of basic computer hardware, software and networking systems, and be able to explain them in a clear, concise manner.
• "Candidates who require work passes Need not apply "

Education and Experience Requirement:

• Bachelor Degree in Computer Science or equivalent experience, but at least 1-2 years of working experience in IT
• Strong Working knowledge of current Microsoft based operating systems
• Strong Working knowledge of multiple browsers (IE, Chrome, Firefox)
• Previous Help Desk/Service Desk experience preferred
• Knowledge, training or experience with Unix or Mac desirable
• Knowledge of emerging tools, techniques and technologies
• Restricted
• Experience or training with using and troubleshooting Microsoft Office and Office 365 with emphasis on Teams, Outlook, MS Word, MS Excel and MS PowerPoint
• Knowledge of Antivirus software, PKI, data security and data encryption desirable
• Experience or training with set-up and troubleshooting of remote connectivity
• Basic understanding of PC hardware set-up and configuration, MCP, CompTIA, A+ and/or network+ certification would be desirable
• Microsoft SharePoint knowledge - desirable
• Previous Service Desk or Network operations experience preferred
• Working basic knowledge of Networks and troubleshooting network connection issues.
• Account management, Active Directory knowledge (add, change) - preferred

Working Conditions:

• Normal Office environment
• Ability to sit long periods of time
• Ability to talk on the phone long periods of time
• Must be flexible to work any shift or overtime as requested
• Travel is not expected in this