IT Support Specialist - Contract

Job Description:

The IT Tech:Bar Specialists responsible for first line user support for all IT related issues, problems, and training in an in-person setting. 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 to 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
• Use 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
• Working knowledge of Artificial Intelligence (AI) tools and technologies
• Leverage AI solutions to improve productivity, efficiency, and decision-making understanding of AI-powered technologies and automation tools
• Ability to identify AI-opportunities to streamline support processes and enhance the customer experience
• 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 candidate should be flexible and able to complete projects outside their normal daily duties as needed