IT Support Specialist

Responsibilities:

1. Provide support for all end-user computing equipment such as desktops, laptops, mobile devices, and peripherals, ensuring that user support objectives, customer service, and ticket/analyst metrics are achieved.
2. Resolve incidents and service requests for all end users in accordance with established SLAs, demonstrating the highest level of customer service.
3. Handle conflicts with customers and/or Service Delivery resources regarding service requests and incidents.
4. Escalate incidents to the appropriate Service Operations resources and business leaders according to established procedures.
5. Assist Service Desk resources in resolving incidents, fulfilling requests, and providing coaching, mentoring, and training as necessary.
6. Support infrastructure resources as needed or requested.
7. Provide end-user implementation services for infrastructure projects as guided by the infrastructure team.
8. Establish and maintain effective communication systems throughout the organization.
9. Contribute to the analysis, testing, or validation of new technologies, products, or services.
10. Regularly review Service Delivery reports and metrics for the region and recommend or initiate procedures to address unsatisfactory results.
11. Collaborate with the corporate user support manager to develop, maintain, and implement desktop policies, standards, and procedures.

Knowledge, Skills, & Abilities:

1. Strong team leadership skills and the ability to motivate successful team behavior.
2. Strong knowledge of current Windows-based desktop hardware, software, networking, and peripherals, including but not limited to Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, and telecommunications devices including mobile devices and local area networks.
3. Ability to conduct and direct research into IT issues and products.
4. Ability to effectively prioritize and execute tasks in a high-pressure environment.
5. Highly self-motivated, self-directed, with strong initiative and attention to detail.
6. Experience working in a team-oriented, collaborative environment.
7. Ability to develop end-user documentation and lead end-user training.
8. Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language.
9. Proven track record of meeting commitments with the highest standards of ethics and integrity.
10. Flexibility and adaptability to changing business and IT requirements.

Requirements:

• Bachelor’s Degree in an IT-related field.
• Experience with desktop, LAN, and telecommunications devices including mobile devices.
• Experience in ITIL.
• Experience communicating with business stakeholders and building/maintaining relationships.
• Proficient in verbal and written English.