IT Specialist

• Responds to inquiries and requests for assistance with the organization's computer systems and/or peripherals; Identifies, analyzes, troubleshoots and resolves problems

• Responds to inquiries and requests for assistance with the organization's computer systems and/or peripherals; Identifies, analyzes, troubleshoots and resolves problems
• Coordinates with other Information Technology teams to resolve problems if necessary
• Support hours for the service desk are between 8:00 AM and 9:00 PM; Provides support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services
• Logs all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as needed
• Analyzes and resolves incidents with a goal of 90% First Call Resolution
• Supports at a minimum Microsoft Office, Windows OS, and Remote access
• Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support
• Logs all service desk email requests into Incident Management System (ServiceNow)
• Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk
• Fixes causes, not just solutions; Works to eliminate recurring issues and reasons to call
• Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen
• Must learn to think of the customer as the most important part of the job
• Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior
• Promotes a professional service desk image and sells the value of the service desk
• Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives
• Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems; Tries to identify possible problem areas or communication needs
• Passes feedback from customers on to the End User
• Keeps peers and End User/Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment
• Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment
• Keeps customers informed of progress on problems that cannot be resolved on first call
• Keeps current on all the technology used in the environment supported
• Takes training that continues to develop interpersonal skills

• You have a track record of completing work with a high level of quality
• You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
• Are proficient in Microsoft Office suites
• Have excellent oral and written communication skills
• Have excellent time management, organizational planning, and problem-solving skills
• You follow instructions, respond to management direction, and keep commitments
• Strong leadership and project management skills
• Able to manage, establish, and communicate clear goals and objectives
• Degree in Information Systems or related field, or equivalent combination of education and experience or have completed a Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+ or any Desktop Computer/IT Support Certification
• Must have 3 years of work experience in an IT support function or a customer service oriented, call center environment as well as In-Person support
• Ability to remain focused on what is important to the business despite distractions; Commitment to team/department/company; understanding the service desk’s role in the company
• Ability to identify and resolve problems quickly and effectively. Understands entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fixes

• Ability to take initiative to make improvements; Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, calls, is constantly learning

• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification of requests. Responds well to questions

• Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations
• Writes clearly and informatively; Edits work for spelling and grammar

• Ability to interact with customers in a polite and professional manner; Regards customer as most important part of job; respectful of customers and manages difficult or emotional customer situations; Responds promptly to customer needs and requests for service and assistance
• Uses time efficiently; Approaches others in a tactful manner

• Treats others with respect and consideration regardless of their status or position

• Accepts responsibility for own actions
• Contributes skills and capabilities to achieve the team’s goals; Is receptive to new ideas, builds strong working relationships and values diversity

• Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives; Ability to assist service desk agents and makes self-available to Management and others

• Performs a wide range of tasks, responding to changes in direction and priorities; Accepts new challenges, responsibilities and assignments; Works outside of ordinary routine; Views problems or business situations from both own as well as another’s perspective; Adjusts to multiple demands and satisfying priorities; Utilizes new and unique methods to resolve issues; Possesses versatility demonstrated through performance and/or some experience in multiple skill sets

• Absolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work over time; doesn’t need any hand holding

• Ability to learn technical product information quickly and accurately

• Working knowledge of Microsoft Exchange/Intune, Windows 10/11, Remote access (VPN/SecurID), Smart phones, Password administration, Hardware diagnostics, Data Network fundamentals, Intranet, ServiceNow
• While performing the duties of this job, the employee is occasionally r