IT Services Specialist I

IT Services Specialist I

Requirements

• Associate’s degree in Computer Science or equivalent experience
• 0-2 years’ experience in a technical desktop support role providing in person and remote customer service
• Experience working in a Windows desktop OS environment
• Experience supporting end users in an Office 365 environment
• Exceptional customer service skills
• Knowledge of ITIL best practices required; have or obtain ITIL v3 or ITIL 4 Foundation certification within 12 months of hire
• Strong communication skills, with the ability to clearly present to others
• Have confidence and be able to easily build meaningful relationships with your manager and members of your team
• Must be able to prioritize your tasks, be self-aware enough to identify and correct your mistakes, and not be afraid to ask for help when needed
• Ability to work on a geographically diverse team and in a remote capacity
• Ability to multitask and complete projects in a team environment
• Ability to manage and maintain Windows Desktop operating systems within an enterprise environment
• Ability to install and configure Windows 10 within an enterprise environment
• Technical knowledge of MS Office Suite with the ability to provide support for MS office issues as well as issues within Teams, ShoreTel Communicator, OneDrive, etc.
• General computer networking knowledge and understanding of core concepts in alignment with CompTIA and Network+ fundamentals, knowledge of Cisco networking, IPv4 and IPv6
• Experience in configuring and troubleshooting issues with VPN connections
• Ability to work varied shifts and off hours to support upgrades

Responsibilities

• Work collaboratively with your team to administer, support, and maintain desktops, laptops, mobile devices, peripherals, and all associated operating systems and applications for all users in a multi-site corporate environment
• Perform employee onboarding IT functions for new employees and contractors including setting up user accounts and computer logins, establishing email addresses, phone system logins/pin numbers, and distributing computer, cell phone and other equipment
• Perform employee offboarding IT functions, including the collection of equipment and deprovisioning of computer/security access
• Maintain company asset management within the Configuration Management Database (CMDB)
• Responsible for accurately recording detailed closure cause codes on incidents to assist with determining Service Desk trends
• Maintain appropriate tools (Service Now, Active Directory, and SCCM) to assist in the execution of duties
• Participate in creating, updating, validating, and maintaining appropriate and current Service Desk documentation, such as internal and user facing knowledge articles
• Continually learn and improve skill sets through use of varies learning platforms such as Pluralsight, SNOW knowledgebase, etc.
• Pursue additional training opportunities in order to maintain the skills necessary to execute duties

Preferred Qualifications

• One or more of the following industry certifications is highly desired: Help Desk Institute (HDI), CompTIA A+, CompTIA Network+, CompTIA Security+