Job Description : IT SUPPORT SPECIALIST
QUALIFICATIONS AND KNOWLEDGE :
Knowledge proficiency : Basic familiarity with PC or Mac troubleshooting as
well as Active Directory, office 365, basic networking and / or JAMF
SKILLS AND ATTRIBUTES :
- Excellent Customer Service and teamwork skills
- Basic Active Directory task work - account and object creation and
- modification; working with Security Groups and Organizational Units;
starting to learn basic PowerShell for gathering info.
Basic Exchange and / or Office365 task work - confirming email addresses;
checking and updating distribution lists.
Basic task work in our other Enterprise systems / applications - account work
and troubleshooting in Shoretel, SCCM, Client, etc.
Good in-person, phone, and written communication skill; managing
expectations, deescalating stressed users / situations.
Basic skills in working with tickets in ServiceNow updating; assigning;
closing; sorting; filtering.
Basic break / fix for end-users - troubleshooting simple issues with
connectivity; peripherals; hardware; and software.
Assisting with Functional shifts
o Assisting with setting up accounts and hardware for incoming hires
and tearing down the same for departing employees
building accounts; imaging and deploying hardware; retrieving hardware.
o Assisting with basic inventory and stock room tasks
scanning delivered hardware into inventory; arranging warranty repair and
replacement of broken items; imaging new machines; cleaning and
maintaining stock rooms; doing physical asset counts.
o Assisting with setup of company events from an IT perspective,
including support for A / V and computer requirements.
- Simple documentation.
- Helping the team with basic inventory and stock room tasks
- scanning delivered hardware into inventory; arranging warranty repair and
replacement of broken items; cleaning and maintaining stock rooms; doing
physical asset counts and inventory management.
- Prioritization and basic ticket queue management
- Eagerness to learn the processes and procedures for IT at client.
IT Support Specialist responsibilities :
Initial triaging and basic hardware, software support.
o Triaging and escalating issues in Slack channel, over the phone, and in Service-now for our IT team.
o T1 Support users remotely in slack channel.
o T1 Support users remotely over phone.
o T1 Support users remotely in our ticket system Service-Now.
o Password resets and multifactor reset / setup.
o Responsible for escalating to the proper team members / teams.
On-site shipping & receiving of hardware for new hires and breakfix machines.
o Imagine machines
- In-office setup and distribution of hardware to in-office employees.
- Inventory and asset management.