IT - Technology Field Support Tech (Gen)

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.
1 day ago