IT Support Specialist

Job Summary

This role provides essential frontline technical support to end users for all areas of the business. Provides level-two support to remove obstacles keeping business users from performing work normally. Performs advanced troubleshooting and drive solutions using specialized expertise.

Principal Duties and Responsibilities

• Accountable for the installation, maintenance and support of various hardware and software components, as well as peripherals, used throughout the organization.

• Responsible for receiving and handling user requests for support in accordance with established procedures. They promptly respond to these requests by providing information to resolve the issue or escalate the ticket as needed. 

• The role maintains detailed records of actions taken and provides technical expertise to ensure that operational procedures are correctly applied.

•  The individual in this position is customer-focused and takes a proactive approach to provide personalized advice and guidance to users. They also educate users on available systems, products, and services while ensuring that all IT service requests adhere to company policy.

• The individual in this role participates in operational meetings and training sessions as part of their ongoing commitment to staying informed of system and process changes as they arise.

• Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out. 

• Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.

• Maintain and follow IT asset lifecycle policies and procedures. 

• Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner.

Required Experience

• 1-3 years experience in relevant technology functions required

• Has acquired experience of controlling IT assets and changes according to established principles 

• Working in a Support/Service Desk providing support to a complex customer base

• Diagnosing and resolving complex IT related support requests (hardware, software and applications)

• Processes and procedures based on the ITIL Framework (Incident, Problem, Change etc.)

• HDI Desktop Support Technician

• A+ Certification

• Demonstrated experience with Microsoft Windows-based Products, Microsoft Office and Office 365.

• Demonstrated experience with Adobe Acrobat, MacOS, iOS, and Android OS.

• Ability to work independently; must be able to manage deadlines and multiple projects concurrently.

• Experience creating, managing, and maintaining user accounts with Microsoft Active Directory a plus.

• Strong written, verbal, telephonic and interpersonal communication skills.

Required Leadership Traits and Characteristics

• Is competent in problem solving within the context of controlling information and communications technology assets and changes to information systems. 

• Has a broad knowledge and understanding of IT concepts and architectures and of the principles and processes of implementing and delivering IT services. 

• Extensive knowledge and understanding of Information Systems concepts and practice

• Has good interpersonal skills. Is well organized and practical. Pays careful, close attention to detail. Has an understanding of installing many of the items of hardware and/or software to be found in own organization; has also acquired expertise in all areas of installation

• Teamwork - Working cooperatively (rather than competitively) with others to achieve a common goal.

• Has good oral communication skills and takes an analytical approach to problem solving. Is thoroughly familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in their own organization.

• Familiarity with relevant methodologies, tools and techniques

• Ability to quickly learn the objectives, structures, operations and policies of a new business area

• Ability to engage both IT and business partners to determine the explicit / implicit their requirements, documenting in business case or requirements summaries

• Experience leading and motivating others, while demonstrating empathy

• Ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing

• Intellectual curiosity and business acumen

• Results orientation and persistence

Formal Education, Qualifications or Training

Bachelor’s degree OR equivalent professional certification OR equivalent work experience