IT Specialist II

IT SPECIALIST II

JOB ID : 22973

At Wimmer Solutions, we believe care creates community. We work smart; we have built a reputation for results-oriented, innovative, business and technology solutions that help companies execute on their strategic initiatives.

We have fun; we love our work. We are positive, kind, and hungry to learn. We give big; we aim to make a real impact on the causes that affect the communities we serve and build strong relationships with the dedicated volunteers and nonprofit organizations working to address them.

We are all about people and community. Since 2002, we have offered technology staffing and managed services for the greater Seattle area and throughout the United States.

We focus on getting to know our clients and candidates to create lasting partnerships and ensure success.

We are looking for an IT Specialist II to responds to inquiries and requests for assistance with the organization's computer systems and / or peripherals.

Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the service desk.

WHAT YOU GET TO DO

• Logs all service desk calls or email requests into Incident Management System (ServiceNow), assign, update, and resolve incident as needed.
• Analyzes and resolves incidents with a goal of 90% First Call Resolution.
• Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
• Completes requests for Password Resets, User Provisioning, Software requests and implementation, printer mapping and support
• Logs all service desk email requests into Incident Management System (ServiceNow)
• Supports users in office with any technology related issues.
• Investigates causes, tests solutions, and puts solutions in place to reduce calls to the service desk.
• Fixes causes, not just solutions. Works to eliminate recurring issues and reasons to call.
• Promotes effective use of technology.
• Watches for trends that indicate potential incidents and then escalates the issues or concerns before they happen.
• Must learn to think of the customer as the most important part of the job.
• Involves dealing with and / or responding positively to complaints, problems, and sometimes negative and emotional behavior.
• Promotes a professional service desk image and sells the value of the service desk.
• Understanding service desk priorities and objectives and taking an active role in accomplishing these objectives
• Reviews ITS Morning Meeting results and upcoming changes with the goal of knowing what is going into production and what could cause problems.

Tries to identify possible problem areas or communication needs.

• Passes feedback from customers on to the End User.
• Keeps peers and End User / Alt End User informed of trends, significant problems, unexpected delays and anything new in the environment.
• Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.
• Keeps customers informed of progress on problems that cannot be resolved on first call.
• Keeps current on all the technology used in the environment supported.
• Takes training that continues to develop interpersonal skills

WHAT YOU BRING

• Education : Degree in Information Systems or related field, or equivalent combination of education and experience or have completed a Microsoft Certified Professional (MCP),
• 3-5 years work experience in an IT support function or a customer service oriented, call center environment.
• Must have a minimum of 3 years, in-person Deskside IT support experience. Candidate must demonstrate knowledge and abilities in the following : ( Required) Technical The ability to learn technical product information quickly and accurately.

Working knowledge of : Office Windows 7 / 10 Remote Access (VPN / SecurID) Smart phones Password Administration Hardware Diagnostics Data Network Fundamentals Intranet ServiceNow

MORE ABOUT WIMMER SOLUTIONS

Your well-being is important to Wimmer Solutions. All regular, full-time employees working a minimum of 30 hours per week are eligible to participate in the benefits plan.

Outside of offering excellent medical, dental, and vision benefits, we also offer the following :

• Paid time off and holidays
• SSS, Pag-ibig, PhilHealth
• 13th Month Pay
• Charitable donation match
• Referral reward Program...

Wimmer Solutions is proud to be an equal-opportunity employer. All applicants will be considered for employment regardless of race, color, religion or belief, age, gender identity, sexual orientation, national origin, parental status, veteran, or disability status.

Wimmer Solutions is committed to achieving a diverse employee network through all aspects of the hiring process and we welcome all applicants.