Description

Position Summary:

The IT Support Specialist 1 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. This role works 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.
• Responsible for ticketing system entry and ticket maintenance/documentation which includes updating and maintaining Inventory records.
• 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.
• Serves as an escalation point for the Service Desk Team (Level I).
• Collaborate with other departments to find solutions to ongoing issues.

Requirements

Competencies

• Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
• Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Analytical Skills: The ability of the individual to gather raw data and to process that data into a meaningful form. 
• Problem Solving: The ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems. 
• Adaptability: The extent to which an individual can fit into a changing working environment.
• Initiative: the ability of the individual to act and take steps to solve or settle an issue.
• Motivation: The ability of the individual to inspire and encourage others to reach a goal. 
• Autonomy: The ability of the individual to complete assigned tasks with little oversight
• Relationship Building: the ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers

Required Experience:

• 1 year experience troubleshooting windows PC’s
• 1 year experience with peripheral support
• 1 year experience with Mobile Device Support (IOS/Android)
• 1 year experience with Audio/Visual (A/V) Conference Room Support
• 1 year experience with MS Exchange Support
• 1 Year experience with O365 troubleshooting
• Basic knowledge of AD/SCCM/Intune
• Basic knowledge of Windows desktop operating systems

Preferred Experience:

• 2-4 years related experience

Required Skills, Education and/ or Certifications:

• Excellent customer service skills
• Efficient in O365 Applications

Preferred Skills, Education and/ or Certifications:

• Bachelors or Associates Degree in IT Related Field

Equal Opportunity Employer - Including Disabled and Veterans

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