The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security.
Essential Functions
Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support
Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed.
Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards
Assists with maintenance activities to include Microsoft servers
Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency
Author process and support documentation to increase first call resolutions and reducing time to resolve
Applies knowledge to the business and provides personalized, value-added service to clients
Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals
The above statements cover what are generally believed to be the principal and essential functions of this job.Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
Requirements
Qualifications:
Associate degree in Computer Science, Information Systems or related field, or equivalent work experience
One + year experience in customer service role providing technical support
ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred
IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)
Above average desktop/laptop/network/hardware/software/application troubleshooting skills
Microsoft Server Technologies, VMWare
Windows Operating Systems, Active Directory, O365
Experience using service management system for issue tracking
VOIP, WAN and LAN connectivity/routers experience preferred
Outstanding phone etiquette and exceptional oral and written communication
Ability to diffuse agitated situations and operate effectively and professionally under pressure
Excellent customer service attitude and interpersonal skills
Excellent organizational skills, concern for accuracy and attention to detail
Self-motivated with a strong aptitude and desire to learn
Physical Demands & Working Conditions
Office environment
Have reliable transportation
Ability to lift and move moderate heavy or bulky PC equipment
Ability and willingness to work flexible hours
Compensation: The compensation for this position is $36,500-47,500 annually. Final offer amounts are determined by multiple factors including experience and skillsets.
Information Security
To protect the security of Involta and its customers, it is necessary that this position perform duties in a security conscious manner, and protects the privacy and confidentiality of company assets including but not limited to, networks, business information and customer data. All Involta employees are held accountable for the security of their specific job-related activities in accordance with company policy. Any Involta employee who willingly and deliberately violates company policy will be subject to disciplinary action up to and including termination of employments and/or civil or criminal legal action.
Involta is an Equal Opportunity Employer
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Information Technology & Services
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