What are the responsibilities and job description for the IT Support Specialist position at Hinman Howard & Kattell LLP?
Description
This is a position for a customer service-focused professional providing level one technical support to end users in an in-office professional environment. The candidate for this position will demonstrate strong critical-thinking skills, a calm and service focused demeanor and the ability to manage multiple priorities under stress.
- Leverage knowledge and experience to execute troubleshooting solutions when investigating unresolved issues; Diagnostic testing- using remote control tools to assume controls of a user’s system.
- Utilize the Ticketing System queue to ensure all tickets are completed in a timely manner.
- Maintain knowledge of fundamental operations of relevant software, hardware and other equipment.
- Timely escalation via email and verbal of unresolved incidents/requests to the proper level or application/systems support teams as needed.
- Identify and escalate situations requiring urgent attention.
- Stay current with system information, changes and updates.
- Knowledge of relevant call tracking applications.
- Contact vendors to place orders., request support and follow up on same.
- Administer, configure and provide Level I troubleshooting for telephone system.
- Help end users with printer setup and basic printing troubleshooting needs.
- Assist end users with corporate assigned mobile devices issues, setup and configuration.
- Work on data center hardware/software issues on an assigned or as needed basis.
- Maintain updates to the supply inventory.
- Ability to support remote and traveling users in a “hands-off” capacity via remote login and phone.
- Prepare\Deploy computers/workstations with all of the necessary hardware and software components, and creates user accounts (as needed).
- Support the operation and setup of the workstations, printers, servers and network.
- Monitoring of Anti-Virus System and System Alerts.
- Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices.
- Document re-occurring problems and identify the root cause to find solutions.
- Regular and reliable attendance.
- Work overtime on an as needed basis.
- Other duties as assigned.
Requirements
- High School degree required
- 3 years minimum office and\or technology experience
- Network Certification desired
- SCCM experience desired
- A Certification desired but not mandatory
- Strong critical thinking skills
- Basic knowledge of Microsoft Office (Word, Outlook, PowerPoint and Excel)
- Excellent oral and written communication skills
- Ability to prioritize and quickly resolve issues
- Desire to acquire a deeper technical understanding
- Customer service oriented at all times
- Organized and detailed oriented
- Works well in a fast-paced task driven environment
- Problem-solver
- Proactive
- Team-player
- Travel to branch office locations required as needed.
- Ability to work nights and/or weekends as needed.