Description

Job Summary: 

The IT Support Specialist is primarily responsible for responding to client inquiries for technical assistance and ensuring courteous, timely and effective resolution of client issues. Problem resolution will involve the use of diagnostic and support request tracking tools, as well as require that the individual give remote support at the desktop and server level, escalating and coordinating support actions with other staff as needed. In addition, the IT Support Specialist is responsible for establishing and building relationships with clients by demonstrating willingness to pursue improved courses of action, delivering products and services that best serve client needs and using client feedback as a basis for improving service. The IT Support Specialist serves as an extension of the local facilities team after normal business hours, ensuring the facility is staffed for emergency response and physical security. 

Essential Functions: 

• Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution 

• Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support 

• Respond to requests for technical assistance in person, via phone, and electronically, based on urgency 

• Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed. 

• Proactively update users on status, document resolutions and perform timely follow-ups in accordance with established policy/standards 

• Assists with maintenance activities to include Microsoft servers 

• Ensure accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency 

• Author process and support documentation to increase first call resolutions and reducing time to resolve 

• Applies knowledge to the business and provides personalized, value-added service to clients 

• Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences to achieve team goals 

The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties. 

Requirements

• Associate degree in Computer Science, Information Systems or related field, or equivalent work experience 

• One year experience in customer service role providing technical support 

• ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred

• IT-related certifications preferred (CompTIA A , Network , Server , CCNA or Microsoft) 

• Above average desktop/laptop/network/hardware/software/application troubleshooting skills 

• Microsoft Server Technologies, VMWare 

• Windows Operating Systems, Active Directory, O365 

• Experience using service management system for issue tracking 

• VOIP, WAN and LAN connectivity/routers experience preferred 

• Outstanding phone etiquette and exceptional oral and written communication 

• Ability to diffuse agitated situations and operate effectively and professionally under pressure 

• Excellent customer service attitude and interpersonal skills 

• Excellent organizational skills, concern for accuracy and attention to detail 

• Self-motivated with a strong aptitude and desire to learn 

Physical Demands & Working Conditions: 

• Office environment 

• Have reliable transportation 

• Ability to lift and move moderate heavy or bulky PC equipment 

• Ability and willingness to work flexible hours 

Information Security: 

To protect the security of Involta and its customers, it is necessary that this position perform duties in a security conscious manner, and protects the privacy and confidentiality of company assets including but not limited to, networks, business information and customer data. All Involta employees are held accountable for the security of their specific job-related activities in accordance with company policy. Any Involta employee who willingly and deliberately violates company policy will be subject to disciplinary action up to and including termination of employments and/or civil or criminal legal action. 

Involta is an Equal Opportunity Employer