What are the responsibilities and job description for the Information Technology Support Specialist position at Infinity Quest?
Job Title: IT Support Specialist
Location: Philadelphia, PA / Baltimore, MD
Duration: 6 Months
Job Description
The Zone Tech service, is designed to provide hardware and asset management support and service to branches that do not have dedicated IT support resources onsite. Efforts include hardware incident support, asset management, and IMAC (Install/Move/Add/Change).
Under this service Zone Techs travel to sites without dedicated IT support resources. The sites assigned for travel are within a 2-hour drive from the Zone Tech Home Office (client assigned location). The Zone Tech uses their personal vehicle for all travel.
Required Qualifications:
- Must have own vehicle, driver’s license, insurance and clean driving record.
- Due to role being client facing, role requires professional behavior, good English communication, interpersonal and customer care skills.
- Ability to work under pressure and on tight time scales.
- Experience using helpdesk ticketing application.
- Preferred financial/banking support experience.
- Ability to keep accurate records and detailed notes.
Responsibilities:
- Scan all hardware onsite and in secure storage on monthly/quarterly basis
- Up-keep of Asset Inventory Database
- Experience supporting mobile phones/tablets/laptops
- Escalation from helpdesk for hardware support.
- Provide support for operating system drivers, software and firmware.
- Ensure policies and procedures are followed, communicated, and adhered to.
- Interacting with other support groups (local and global) within the firm across multiple platforms
- Recording and/or manage all Incidents and Requests in ticket tracking system.
- Participating in required training programs and adhere to OI's with acknowledgement.
- Be proactively responsive to multiple mediums of communication platforms such as email and MS Teams
- Image/re-image computers, configure IP, phones and mobile phones
- Hardware inventory management ensuring stock levels are constantly monitored
- Hardware request and receipt through internal ordering system
- Manage/oversee housekeeping on IT rooms
- Manage client expectations
- Comm Room patching
- Evaluate user requests and requirements and recommend effective technological solutions
- Work across lines of service to ensure a coordinated approach to providing support for the customer
- Actively participate in program of continuous service improvement taking ownership of actions that deliver results.
- Manage/oversee hardware decommissioning events
- Ensure that policies/guidelines related to Overtime and Expenses are adhered to as well as all local guidelines for cost control