IT Support Specialist III

What This Job Entails

The IT Support Analysts will help in resolving a variety of technical problems.

Scope

Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions.

Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members.

Your Roles and Responsibilities

Field incoming help requests from end users in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.

Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills

Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years' related experience and/or training; or equivalent combination of education and experience.

Networks with senior internal and external personnel in own area of expertise.

Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

Knowledge of basic computer hardware and software.

Familiarity with desktop and server operating systems.

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Ability to conduct research into a wide range of computing issues as required.

Ability to present ideas in a user-friendly manner.

Analytical and problem solving abilities.

Exceptional customer service orientation.

Preferred Qualifications

Knowledge of various operating systems and databases.

Knowledge of various programming languages.

Physical Demand & Work Environment

Must have the ability to perform office-related tasks which may include prolonged sitting or standing.

Must have the ability to move from place to place within an office environment.

Must be able to use a computer.

Must have the ability to communicate effectively.

Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.