IT Support Specialist

JOB TITLE: IT / Help Desk Support Specialist

DEPARTMENT: Administration

ROLE SUMMARY: Responds to end-user requests for technical assistance by phone, email, or ticketing system within the North America Region. Fulfills all service level standards for response time and quality efficiency. This includes basic level functions of technical support with the Oracle team for users locally.

KEY RESPONSIBILITIES:

• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. 
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Work with Global IT team and escalate problems to appropriate levels or teams to achieve issue resolution.
• Supports, installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Interfacing with Oracle Help and SharePoint Help for technical support when escalation is needed on priority such as month-end close and major Citrix outages. 
• Help keep communication open on any new projects of implementation in North America Region and provide updated status on completion with the Oracle Help team.
• Supports special projects and assignments as needed.
• Manage company-issued mobile devices: provisioning, deactivation, upgrades, and replacements.
• Serve as the primary liaison with cellphone and internet service providers.
• Monitor and analyze usage reports; ensure billing accuracy and cost-efficiency.
• Coordinate new line activations, plan changes, and service cancellations.
• Track and manage the inventory of mobile devices, laptop, and associated accessories.
• Troubleshoot connectivity and service issues related to mobile phones and internet services.
• Ability to travel to company sites within North America. 10-20% Travel may be required.

SUPERVISORY RESPONSIBILITIES:

CORE QUALIFICATIONS:

• Experience/Skills:

• 5+ years of help desk support experience, preferred (may be based on internship experience or relevant work experience)