It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The IT Support Specialist will support IT business and enterprise operations teams in
multiple US time zones. The IT Support Specialist will apply internal customer service
skills, technical knowledge and expertise, and technical trouble shooting skills to
support the IT business practice and its internal customers.
DUTIES AND RESPONSIBILITIES:
● Serve as the first point of contact and front-end support answering inbound
bound helpdesk requests for all areas of the IT Enterprise, interacting with
employees, customers, vendors, and contractors
● Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and
remote connectivity, IT hardware, software, applications, peripherals and
mobile and desktop equipment
● Install desktop and laptop hardware, software and peripheral components as
required
● Perform onboarding and maintenance of corporate user accounts and groups
within Microsoft Active Directory
● Perform maintenance and troubleshooting on printers and copiers and IP
telephony systems
● Configure, update, wipe and/or repair Windows and Mac desktop systems
● Support the corporate base of iPhone and Android mobile users.
● Setup, configure and troubleshoot Microsoft Office applications and perform
administrative functions within Microsoft Office 365
● Follow up on tracked requests and ensure timely resolution, with goal to
resolve all issues first call
● Provide feedback on reducing ticket times and helpdesk efficiency
● Engage and contribute with the IT team on projects and task supporting
business Enterprise needs
● Provide wireless network support for users including connectivity issues and
administrative functions of the system
● Assist in development of procedures that outline how incidents, requests, and
problems are identified, documented, escalated and managed
QUALIFICATIONS:
● High school diploma or equivalent and 3-4 years’ proven experience in a
helpdesk environment (Tier II support)
● Strong understanding of computer systems, mobile devices, and applications in
an Enterprise IT environment
● Experience with wired and wireless Local Area networks (LAN), Wide Area
networks (WAN) and Networking preferred
● Ability to diagnose, troubleshoot and resolve basic to complex end user
technical issues
● Working knowledge of Microsoft and Mac operating systems and Office
products
● Excellent oral and written communication skills
● Certification on Microsoft Client or Server products is preferred, but not
required
● SharePoint, Salesforce or ServiceNow experience is preferred, but not required
COMPETENCIES:
● Adaptability - Adapts to changes in the work environment; Manages
competing demands; Changes approach or method to best fit the situation;
Able to deal with frequent change, delays, or unexpected events.
● Attendance/Punctuality - Is consistently at work and on time; Ensures work
responsibilities are covered when absent; Arrives at meetings and
appointments on time.
● Customer Service - Manages difficult or emotional customer situations;
Responds promptly to customer needs; Solicits customer feedback to improve
service; Responds to requests for service and assistance; Meets commitments.
● Dependability - Follows instructions, responds to management direction;
Takes responsibility for own actions; Keeps commitments; Commits to long
hours of work when necessary to reach goals; Completes tasks on time or
notifies appropriate person with an alternate plan.
● Diversity - Demonstrates knowledge of EEO policy; Shows respect and
sensitivity for cultural differences; Educates others on the value of diversity;
Promotes a harassment-free environment; Builds a diverse workforce.
● Innovation - Displays original thinking and creativity; Meets challenges with
resourcefulness; Generates suggestions for improving work; Develops
innovative approaches and ideas; Presents ideas and…