IT Support Specialist

Summary:

This position is responsible for providing first line contact, support, and resolution for basic requests reported to the Help Desk through phone, in-person, and other digital means of communication. This role provides excellence in customer service and acts as a subject matter expert in the use of applications, products, and hardware of the company to provide documentation, training, and escalation of larger issues or trends to IT staff and seeks timely resolution of all issues.

Functions:

• Provide prompt support for all Information Technology applications, products, and services.
• Create, disable, reset, and unlock accounts as necessary for access to company resources.
• Provide user training on basic use of all Information Technology applications, products, and services.
• Provide excellent customer service to all internal and external customers.
• Create support tickets for all incoming calls and requests.
• Resolve basic requests with first call resolution.
• Escalate all issues that cannot be resolved on first call to the appropriate team.
• Follow up on all issues and assure resolution.
• Adhere to all department SLAs.
• Follow industry and compliance best practices to maintain a secure and resilient enterprise infrastructure at all levels.
• Maintain knowledge of current technical and industry practices and developments through continuing education.
• Perform other duties as assigned.