Description

Position Summary:

The IT Support Specialist I provides day-to-day hands on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role will provide 1-to-1 end user support and training. Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. This role will be dedicated onsite at a HBS client full time.

Roles and Responsibilities/ Essential Functions:

• First and Second tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment
• High level customer service-oriented communication skills – verbal, written, actions, results – in face-to-face and over the phone situations.
• Responsible for ticketing system entry and ticket maintenance/documentation which includes updating and maintaining Inventory records
• Monitor client network, including circuits. Responsible for first tier support.
• First tier support for Microsoft Exchange Hybrid environment
• Track, route, and redirect problems to correct resources
• Identify PC hardware warranty repair and resolve as required
• Provides timely and relevant updates to end users
• Advanced troubleshooting and multi-tasking skills
• Strong ability to analyze and problem-solve
• Ability to be flexible to changing conditions and needs
• Ability to work effectively with people
• Ability to work independently
• Ability to multi-task and prioritize effectively without continuous supervision
• Strong oral and written English communication skills
• Able to maintain confidentiality
• Highly motivated, flexible, self-starter with a high level of creativity and latitude is expected
• Able to interface, work and communicate with people of varied backgrounds and at all levels
• Ability to lift up to 50 pounds occasionally
• Above average analytical and problem-solving skills
• Ability to coordinate other staff to resolve problems and complete small projects.
• Possess a valid driver’s license and have the ability to drive to other client locations to carry out duties assigned.
• Good verbal and written communication skills

Requirements

Competencies

• A working knowledge and functional support skills with various client technologies, which may include but are not limited to:
• Computer operating systems with particular consideration to Windows 10 Professional and Enterprise
• Desktop and laptop computers with particular consideration to HP branded products
• Desktop compute related equipment such as monitors, video adaptors, printers, scanners and RF guns, etc.
• Conference Room AV equipment support
• Microsoft Office Collaboration Tools (Office 365) including Outlook, Word, Excel, PowerPoint, Skype for Business, MS Teams, OneDrive for Business and SharePoint
• Working knowledge Active Directory structure, tools and security
• Experience in provisioning computers, including preparing workstations via imaging, installing software, installing printer drivers and all related troubleshooting
• Experience in Mobile Device Management solutions
• Experience in configuring and troubleshooting mobile devices and operating systems including Apple iOS, Android OS, iPhone, iPad, Samsung Galaxy series cellphones and tablets
• Experience with Anti-Virus and Malware tools
• Experience with VoIP systems and desktop applications; experience in a call center environment is a plus.
• Experience with IBM iOS systems operational commands and client-side session support

Required Experience:

• 2 years experience troubleshooting windows PC’s
• In depth knowledge of Window desktop operating systems
• Basic Knowledge of Windows Server Operating Systems and roles.

Preferred Experience:

• 2-4 years related experience

Required Skills, Education and/ or Certifications:

• None

Preferred Skills, Education and/ or Certifications:

• Bachelors or Associates Degree in IT Related Field

Equal Opportunity Employer - Disabled/Vets