IT Support Specialist chez Residential Elevators

Description

This position is the first line of support for resolving IT issues, ensuring minimal disruption to business operations, and escalating complex problems as needed.

The ideal candidate has a customer-service mindset, strong troubleshooting skills, and the ability to learn quickly in a fast-paced environment.

This position requires excellent technical skills, strong problem-solving ability, and a customer-first approach.

Key Responsibilities

User Support

• Respond to helpdesk tickets, emails, and calls in a timely manner.
• Provide Level 1–2 support for desktops, laptops, mobile devices, printers, VoIP phones, and related peripherals.
• Troubleshoot hardware, software, and network connectivity issues.
• Assist with user account management (password resets, access requests, Active Directory, Office 365).

System Administration & Maintenance

• Install, configure, and maintain operating systems, business applications, and updates.
• Perform routine system checks and ensure compliance with IT security policies.
• Assist with software deployments and system imaging for new hires and 3rd party dealers.

Escalation & Documentation

• Escalate advanced issues to Level 3 support or system administrators when required.
• Document solutions and maintain knowledge base articles for recurring issues.
• Track and report on ticket resolution times and user satisfaction.

Projects & Documentation

• Contribute to IT projects such as migrations, upgrades, and new system deployments.
• Develop and maintain IT documentation, including knowledge base articles, SOPs, and asset inventories.
• Train end-users on new systems, tools, or best practices when required.

Collaboration

• Work closely with IT leadership to identify opportunities for technology improvements.
• Partner with vendors and service providers to resolve escalated issues.