IT Support Specialist

Job Description

Work directly with customers via phone, email, chat sessions, remote connection, or in person. Provide resolutions to customer issues/requests. Properly escalate unresolved queries to the next level of support. Utilize service management tools to document work notes and updates. Follow up with customers, provide feedback and see problems/requests through to resolution. Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment. Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues. Install and configure approved software and hardware. Coach end users on tools and equipment usage. Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience. Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

Associate degree in related discipline and 2-5 years of relevant experience OR Bachelor's degree in related discipline with 1 year of experience

Experience troubleshooting and supporting Automated Information Systems (AIS) hardware and

• software.

Ability to convey information accurately and effectively in both written and oral form.

Effective time management skills to handle multiple incident tickets at once.

Experience with ServiceNow incident management.

Able to concisely and accurately describe technical details to customers.

Well-developed IT troubleshooting skills and customer service. Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio visual equipment

A+ certified null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.