IT Support Specialist - Encore Talent Solutions - Mason, OH, US | Dice.com

Encore Talent Solutions

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IT Support Specialist

Mason, OH, US • Posted 1 day ago • Updated 1 day ago

Contract W2

No Travel Required

On-site

$23 - $24/hr

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Job Details

Skills

Computer Hardware
Customer Service
Hardware Troubleshooting
Service Desk
ServiceNow
Microsoft Windows
Office 365

Summary

THE POSITION

As a Global Support Specialist I, you will be using your technical and customer service skills to deliver technical support services. We'll rely on you to keep staffers and our business running smoothly. You will be the first point of contact for our service requesters and the face of IT. You'll be using your multi-tasking expertise to provide superior customer service support for desktop, laptop and mobile device issues. You will be relied upon to provide level one issue resolution, service call creation and issue classification.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Performing entry level IT tasks which includes password resets, basic system configuration troubleshooting, and initial application access or performance analysis.
Routing incoming incident and service requests to the appropriate support group
Maintaining accurate and timely records in issues tracking system
Maintaining service desk knowledgebase support documentation
Participating in professional development and team improvement initiative
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
All other duties as assigned.

EXPECTATIONS OF THE JOB

Individual will be expected to analyze end user hardware, operating system and business application issues
Communicate professionally and effectively with users to understand issues and propose solutions
Effectively manage service desk workload to meet publishing business SLAs
Regularly attend team meetings and provide content relating to current project status and knowledge transfer activities
Must have the ability to address system issues both on and off hours.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

Minimum of 1-year technical support experience with superior customer service supporting desktops, laptops, mobile devices and related applications within an ITSM service desk system

PREFERRED QUALIFICATIONS

Knowledge of Windows Server environment, Windows desktop, terminal server/thin client deployment, hardware troubleshooting, network security, network administration and phone system
Knowledge of Microsoft 365 and Office applications
Knowledge of Apple IOS and OSX environments
Experience using an IT Service Desk platform, preferably Service Now.
Knowledge of network connectivity, protocols and security devices to include VPN troubleshooting
Ability to be on-call for critical off-hours support
Experience in the life science or health industry is a plus

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90932917
Position Id: 8827776
Posted 1 day ago

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