IT Support Specialist - nights

Description

The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and

ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of

diagnostic and support request tracking tools, as well as require that the individual give remote support at the

desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT

Support Specialist is responsible for establishing and building relationships with clients by demonstrating

willingness to pursue improved courses of action, delivering products and services that best serve client needs and

using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local

facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical

security.

7p to 7a – Thursday, Friday, Saturday and alternating Wednesdays

Essential Functions

• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client
  
  

and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and

facilitate resolution

• Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center
  
  

and provide Smart / Remote hands support

• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
• Diagnose, research, and resolve technical hardware, software, application, and performance issues.
  
  

Escalate as necessary and work with 3rd-party providers when needed.

• Proactively update users on status, document resolutions and perform timely follow-ups in accordance
  
  

with established policy/standards

• Assists with maintenance activities to include Microsoft servers
• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
• Author process and support documentation to increase first call resolutions and reducing time to resolve
• Applies knowledge to the business and provides personalized, value-added service to clients
  
  

Requirements

• One + year experience in customer service role providing technical support
• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred
• IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)
• Above average desktop/laptop/network/hardware/software/application troubleshooting skills
• Microsoft Server Technologies, VMWare
• Windows Operating Systems, Active Directory, O365
• Experience using service management system for issue tracking
• VOIP, WAN and LAN connectivity/routers experience preferred
• Outstanding phone etiquette and exceptional oral and written communication
• Ability to diffuse agitated situations and operate effectively and professionally under pressure
• Excellent customer service attitude and interpersonal skills
  
  

The compensation for this position is $36,500-47,500 annually. Final offer amounts are determined