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