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The IT Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain expectations. Problem resolution may involve the use of diagnostic and help request tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities
- Deploy software using distribution tools and processes as requested by end users
- Provide first contact support of incoming requests to the service desk via telephone, email, chat, ticket system to ensure courteous, timely, and effective resolution of end-user issues
- Prioritize incidents and service requests
- Escalate incidents with accurate documentation to applicable group, when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Test fixes to ensure an incident has been adequately resolved
- Provide suggestions for continual improvement
Position Requirements
- College diploma or university degree in the field of computer science or minimum 1 year equivalent work experience
- Knowledge of basic computer hardware, including laptops, docking stations, printers, scanners, monitors, cell phones, and desktops
- Experience with desktop and phone operating systems, including Android, Iphone, Windows 11
- Working knowledge of a range of diagnostic utilities
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Personal Attributes
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in a user-friendly manner
- Highly self-motivated and directed
- Attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a fast-paced environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
Work Conditions
- 40-hour work week on-site as required
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
Compensation: The base salary range for this role is $21–$25 hourly. Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.
