The IT Support Specialist is responsible for being the primary point of contact for customers entering incidents into the Lane IT Helpdesk Portal. The IT Support Specialist provides prompt, professional and courteous interaction with all employees.
Responsibilities:
Role & Responsibilities
Perform all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
Perform proper troubleshooting for ticket escalation (i.e., creating accurate and complete description of the client's problem).
Analyze the client problems with Windows Client & Server OSs and wireless devices and networking using own skills, the solutions knowledge base, and other resources available to IT Support
Fix client problems testing the solution and obtaining client confirmation of the fix
Perform ITIL process-oriented tasks like solving incidents, requests, changes or problems in compliance with companywide SLAs
Contribute to smaller projects like setting up new offices, migration projects, etc.
Be knowledgeable in all aspects of computer support, diligent, and analytical while possessing outstanding communication skills
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Assist in creating & maintaining user-facing documentation, department policies & SOPs, and IT procedures
Identify and learn appropriate software and hardware used and supported by the organization
Follow maintenance protocols to ensure systems are secure and ready for users
Up to 25% domestic travel and occasional late or overnight shifts when necessary
Carry out Job Duties
Perform other duties and responsibilities as assigned
Qualifications
Windows 7 and Microsoft Office Suite experience required.
Experience with Windows 10, Microsoft office 365, tablet devices such as Surface Pro's.
Two- year college degree, or technical certifications preferred.
Minimum of 2 years experience in Information Technology Support, preferably supporting a geographically diverse user base
Demonstrate experience isolating and resolving problems related to Windows 7, TCP/IP, Internet Explorer, wireless devices and wireless network connectivity
Demonstrate experience isolating and resolving networking, printing, and password issues
Demonstrate experience with Ethernet, host applications, and remote support tools
Demonstrate ability to integrate work across relevant areas, manage risks & safety appropriately, and provide exceptional service & support to all customers
Demonstrate strong ethics, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning
Highly motivated self-starter
Excellent written and verbal communication skills
Expert problem-solver with the ability to sort through complex issues and conduct a comparative analysis of multiple solutions
Excellent time management skills and ability to work independently
