IT Support Specialist III

Description:

Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

• Documents, maintains, upgrades or replaces hardware and software systems.

• Supports, user account information including rights, security and systems groups.

• Install, upgrade, support and troubleshoot Windows 10/11, Mac, iPhones, iPads, and any other authorized desktop applications both manually or using SCCM

• Software installs via Software Center, reimaging and configurations.

• Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, etc.

• Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote

• Troubleshooting and restore to service any personal computers (PC), MACs, notebooks or any other equipment that has authorized access to the network.

• Troubleshoot Hardware and Application issues reported by users.

• Engage vendor support contacts to resolve technical issues within the desktop environment.

• Promptly escalate issues after exhausting all resources, according to internal process

• Provide training to end users on how to operate their equipment as requested.

• Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPI)

• Learn, remain current and follow all processes that are documented for support.

• Document work in detail via Service Now tickets

• Document new fixes and procedures

• Availability to perform Walk-up Support in our Tech Bar

• Coach and mentor lesser skilled resources

General Requirements/Experience:

• 8 years of experience in the field working as an IT Support Specialist or in a related area.

• Strong technical knowledge and experience supporting MS Products such as Windows 10/11, O365, OneDrive, SharePoint and Teams.

• Strong MAC OS experience

• Experience with GPO troubleshooting, logs and command line functions.

• Strong Network troubleshooting skills

• Experience with iPhones, iPads, MacBooks and common apps for both PC and Apple products.

• Basic Directory Service administration (Active Directory, Azure AD)

• Experience of dealing with ‘C’ Level Executives.

• Experience resolving technical issues with AV system components in conference rooms.

• Experience with working based on knowledge articles (KBAs)

• Ability to operate in a team and/or individual environment.

• Experience with Service Now ticketing and Asset Management workflow.

• Strong communication skills, written and verbal.

Desired

• CompTIA A+

• Networking +

• Cloud +

• Microsoft 365 Fundamentals

• Familiar with ITIL Foundation processes

• SCCM and Intune

• Leadership ability

• Self-confident self-starter with rock star analytical and problem-solving skills.

• Experience in international collaboration with other support teams