IT Support Specialist

IT Support Specialist is responsible for handling first line IT support for internal users and external customers. The primary focus of the Specialist, Service Desk is the rapid and accurate resolution of user issues via desk-side support, phone, email, and direct interaction with the end user community.

Key Responsibilities

• Provides consistent, first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat.
• Provide timely resolution for incidents or escalation on behalf of customer to appropriate personnel, and provides incident status updates to management and end-users.
• Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.
• Analyze technical issues and problems, diagnose problems, provide support to employees and support other technicians with issues.
• Monitor, troubleshoot and resolve tickets in assigned queues.
• Create accurate ticket documentation for all user interactions.
• Available for escalation of routine support tasks.
• Installation and upgrade (maintain standards) of software as required by the users through Deployment tool.
• Create and update knowledgebase articles to ensure quality documentation exists for the support process. Mentoring and supporting other team members.