TekSystems ... IT Support Specialist ... Ohio Information Technology ... View Opportunity

Preferred SkillsAdaptablility Verbal Communication Written Communication Information Technology (IT) Time Management Working Under Pressure Field of EducationComputer Science Level of EducationBachelors, Other, Certificate Job Summary

The PC Help Desk Specialist I is the point of contact for technology support issues, representing the PC Help Desk team. This position is responsible for developing and maintaining internal customer relations for support issues & providing a professional and courteous customer experience.

This position is a liaison for all departments, leveraging experience and knowledge to provide quick resolution and / or routing for technology requests, computing system problems, and status of systems availability and repair.

The PC Help Desk Specialist I manages issues / incidents through the PC Help Desk ticketing system. What youll do

Receive, document, triage, escalate, and respond to all customer requests within acceptable timeframe as defined by the current Service Levels Agreements.

Maintain good customer relations with all UMWSB Employees and Vendors. Provide communication to appropriate IT staff for all related support tickets and issues.

Perform documented laptop / desktop / printer / smartphone support, including configuration of software and / or hardware, troubleshooting of software and / or hardware issues, and support of technology initiatives and projects as necessary.

Gain the technical competency and proficiency required for answering most common questions submitted to the PC Help Desk.

Provide support as documented for line-of-business applications, Windows applications, as well as common printing & network issues.

Assists in creating and maintaining documentation for all PC Help Desk knowledge-based articles, processes, and procedures.

Assists in the development and maintenance of end user self-help documentation and new hire in person, online and printed training materials.

Assist with recurring reviews following defined processes to ensure compliance with audits and security. Participate in PC Help Desk Team meetings to discuss activities, solutions, and recommendations for improvement.

Participate in IT Team projects when required. Execute On-Call and After-Hours Support duties. What we're looking for

Associate degree in Computer Science or equivalent combination of education and experience. Prefer 1+ years experience working within an IT Help Desk environment;

1+ years functional experience in a customer service support role. 1+ years experience with PCs, mobile phones, and software support is preferred.

Must be able to maintain a positive attitude and exhibit professionalism while handling IT support issues. Must be able to work as a member of a team, and work with all employees of the company.

Requires strong written and verbal communication skills. Must be able to communicate at different levels of technical acumen.

Must have entry-level experience in supporting PC-based applications and the ability to learn line of business applications.

Basic understanding of LAN / WAN concepts. Knowledge of banking products is a plus. Must have common knowledge of Windows operating system software, PC configurations & settings.

Must have knowledge of common smartphones (iPhone, Android). Must demonstrate strong organization skills, commitment, and follow-through.

Ability to work flexible hours, including overtime and weekends, as workload requires. A+ Certification for PC hardware, or similar certification desired.