IT Support Specialist

Summary:

This position is responsible for providing first line contact, support, and resolution for basic requests reported to the Help Desk through phone, in-person, and other digital means of communication. This role provides excellence in customer service and acts as a subject matter expert in the use of applications, products, and hardware of the company to provide documentation, training, and escalation of larger issues or trends to IT staff and seeks timely resolution of all issues.

Functions:

• Provide prompt support for all Information Technology applications, products, and services.
• Create, disable, reset, and unlock accounts as necessary for access to company resources.
• Provide user training on basic use of all Information Technology applications, products, and services.
• Provide excellent customer service to all internal and external customers.
• Create support tickets for all incoming calls and requests.
• Resolve basic requests with first call resolution.
• Escalate all issues that cannot be resolved on first call to the appropriate team.
• Follow up on all issues and assure resolution.
• Adhere to all department SLAs.
• Follow industry and compliance best practices to maintain a secure and resilient enterprise infrastructure at all levels.
• Maintain knowledge of current technical and industry practices and developments through continuing education.
• Perform other duties as assigned. 

• Two years’ relevant college or technical school training or equivalent experience required.
• Experience in hardware, software, and network troubleshooting required.
• Experience in group and individual training preferred.
• Customer service training and/or experience preferred.
• Relevant experience in a Help Desk role or other Information Technology support role preferred.
• High degree of effective interpersonal skills required.
• Ability to sit for prolonged periods of time in front of a computer required.
• Ability to perform physical activities, such as but not limited to, lifting personal computer equipment unassisted, bending, standing, climbing, or walking required.
• Ability to work flexible hours, travel to all organization offices (including in Pennsylvania, Ohio, and South Dakota) and travel to vendor work sites required.
• Ability to work in an office environment with moderate noise level, remain in a stationary position and operate a computer a majority of the time required.
• Ability to move throughout the office to access work materials and to move work materials weighing up to ten pounds daily required.
• Ability to perform the essential functions of the job with or without reasonable accommodation required.