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ESP IT

IT SUPPORT SPECIALIST POSITION SUMMARY

The IT Support Specialist provides efficient and accurate technical support to users, solving basic problems with all technology areas including workstations, servers, printers, networks, and vendor-specific hardware and software. The goal is to maintain customer value to the company’s standards.

 

Basic Functions

  • Assign tickets to appropriate teams, ranging from Level 1 support to Engineers
  • Troubleshoot and resolve issues related to system hardware, software, and networking
  • Develop, document, analyze, create, test, or modify computer systems
  • Create detailed process and procedure documentation to help users
  • Provide basic technical support at the network level
  • Implement and support basic remote access solutions
  • Monitor emails, alerts, and notifications and respond to incident and service tickets accordingly
  • Keep customers informed of incident progress, notify them of impending changes, and agreed-upon outages.

 

Responsibilities:

  • Perform front line support tasks for users and daily IT department tasks
  • Collaborate with vendors on implementation, support, and ticket management
  • Triage technology issues for internal users, potentially on an on-call basis
  • Consult with users to identify hardware, software, or system needs
  • Solve problems autonomously using critical thinking
  • Communicate project changes to relevant stakeholders as needed

 

Required Skills:

  • Provide customer service to users with varying technical knowledge levels
  • Create and implement process documentation
  • Utilize interpersonal skills, including telephony, communication, active listening, and customer care
  • Diagnose technical issues
  • Multi-task and adapt quickly to changes
  • Demonstrate technical awareness by matching resources to technical issues appropriately
  • Work in a fast-paced environment with self-motivation
  • Manage office applications, including licensing, installation, support, and troubleshooting
  • Possess strong troubleshooting skills for Windows OS and workstation hardware
  • Show strong organizational skills

REF: JOB-19235


    • Job type: Contract
    • Location: Minneapolis
    • Date posted:
    • Pay:$- $ per hour