Job Description : IT SUPPORT SPECIALIST
Job Profile Summary :
Support Specialist II provides top-level support to our end users through their extensive knowledge of client systems and operations.
They assist less experienced team members with escalations and advise them on standard processes and procedures. Support Specialist two has advanced administrative experience in various systems that ZEUS is responsible for.
JOB RESPONSIBILITIES :
Working efficiently with users to identify root cause of issues with hardware, software, break / fix issues, connectivity, peripherals, and IT services.
Tackling task work within our enterprise systems and applications provisioning accounts, troubleshooting issues in Active Directory, O365, Client, Okta, Service Now, and more.
Familiarity with SCCM, or other enterprise windows device management .
Familiarity with JAMF, or Mac enterprise device management.
Familiarity with Service-now and / or similar ticketing systems.
Assisting with Microsoft Exchange and / or Office365 task work - troubleshooting mailbox issues; checking and updating distribution lists, creating and managing room resources, shared mailboxes, etc.
Ability to consistently manage user life cycle tasks with a standard workflow : provisioning accounts, assigning permissions, imaging and deploying hardware.
Event Support : Setting up, monitoring, and troubleshooting of audio-visual systems during company meetings, events, conference rooms, and guest speakers.
Inventory management tasks : scanning delivered hardware into inventory; processing warranty repair and replacement of broken items;
cleaning and maintaining stock rooms; doing physical asset counts and inventory management.
Creating and maintaining process documentation.
Ability to prioritize work.
Provide world-class customer service
Excellent in-person, phone, and written communication skills.
High attention to detail
Occasional travel supporting partner offices.
QUALIFICATIONS AND KNOWLEDGE :
Time on the job : Generally, two to five years in IT.
World-class customer service skills
Knowledge proficiency : Familiarity with Active Directory, Microsoft Exchange, telephony systems, basic networking, Service Desk operations.
Highly skilled at explaining technical subjects to non-technical customers as well as technical customers.
Ability to work well as part of a team
Escalation point for T1
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