IT Support Specialist 2

Top Skills:
Bachelor's degree or equivalent education and experience desired
Proficiency in both oral and written English is a requirement
At least two years of experience supporting a Windows domain environment desired
Relevant certifications such as various MCITP, Security+, A+, and ITIL preferred
Strong customer service skills and experience required
Previous experience in a service desk environment desired
Experience supporting Active Directory services and various business applications
Must be able to work independently and self-directed, as well as within a team
Must have excellent organizational, verbal, and written communication skills
Successful candidates will be comfortable operating in a fast paced and changing environment
Occasional weekend and non-business hour support may be required
Successful candidates should be flexible and able to complete projects outside their normal daily duties as needed

Detailed Job description:
Job Title: IT Tech:Bar Specialist
Reports to: Tech:Bar, Associate Manager IT Support Services
Joining Intuitive means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority. Human Resources is the people business of Intuitive. We attract, manage, and engage our talent through advanced programs and global processes to support every employee in understanding how they contribute to our business, how they can develop professionally, and how they can maximize their personal potential.

Opportunity:
The IT Tech:Bar Specialists responsible for first line user support for all IT related issues, problems, and training in an in-person settings. The specialist is also responsible for creating and dispatching tickets to Desktop Support Technicians and other IT groups as necessary using the Service Management System. Successful candidates will be able to cross train with our Service Desk and Desktop Support technicians to learn additional skills and applications.

Roles and Responsibilities:
Handle first level walk-up and service requests from corporate office employees, contractors, and consultants
Create and dispatch work orders within the Service Management System
Communicate with customers via phone, email, chat, and in person troubleshoot, discuss service expectations, relay relevant company policy, gather information, etc.
Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary
Using various software tools to troubleshoot customer issues
Properly document steps taken leading to resolution or escalation of work orders
Setup, manage, configure, and disable network accounts in the Account Management System
Learn, implement, and follow procedures as prescribed by department operating documentation and standards
Learn, update, and revise knowledge of company, department, and team procedures and policies
Verify knowledge base articles and update as needed for incorrect or missing information
Properly track IT equipment as assigned to customers in the Service Management System

Skill/Job Requirements:
Bachelor's degree or equivalent education and experience desired
Proficiency in both oral and written English is a requirement
At least two years of experience supporting a Windows domain environment desired
Relevant certifications such as various MCITP, Security+, A+, and ITIL preferred
Strong customer service skills and experience required
Previous experience in a service desk environment desired
Experience supporting Active Directory services and various business applications
Must be able to work independently and self-directed, as well as within a team
Must have excellent organizational, verbal, and written communication skills
Successful candidates will be comfortable operating in a fast paced and changing environment
Occasional weekend and non-business hour support may be required
Successful candidates should be flexible and able to complete projects outside their normal daily duties as needed