IT Support Specialist at Expanse Electrical

Overview

Responsibilities

• Ensure professional, timely, and polite support to all our end users.
• Have in-depth knowledge of our tools and ticketing procedures.
• Follow standard help desk protocols, procedures, and guidelines as provided.
• Identify, troubleshoot, and resolve a wide range of computer & network related problems.
• Stay current with system information, changes, and information technology updates.
• Any other special projects or tasks assigned.
• Ticket Management and Resolution
• Create new tickets for end users that place phone calls or start chat sessions with the Service Desk.
• Experience with Active directory on prem or cloud.
• Support of company owned mobile devices.
• Support of office 365 products.
• Familiar with Microsoft Intune and Autopilot.
• Monitor the designated ticket queues to ensure all new tickets are triaged, resolved, or escalated.
• Develop, maintain, and execute a daily routine to review and update existing assigned tickets.
• Ensure ticket statuses are maintained correctly based on the training provided.
• Ensure all troubleshooting efforts, and conversations with customers, vendors, and co-workers are properly recorded on the ticket.
• Assume full ownership of all tickets assigned.
• Seek and collaborate with co-workers on tickets to ensure speedy resolution.

Qualifications

• High School Diploma or GED
• 5 or more years in a support role
• 5 or more years of experience in network / IT systems triage and help desk experience.
• Knowledge of information technology regarding both hardware and software.
• Excellent analytical and technical skills
• Excellent multi-tasking skills
• Strong written and verbal communication skills
• Strong planning and organizational skills
• Ability to balance customer needs with existing technology service capabilities.
• Demonstrate ability to work well with others and be respected as a Leader.
• Focus on operational excellence and measuring results.