IT Support Specialist

Overview

The Harbor IT Support Specialist requires technical experience in IT Support and Help Desk tasks including and related to both software and hardware issues. This person will have experience in providing excellent customer service and train users on system equipment and

software as well as maintain and ready equipment for daily use. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands -on help at the desktop level.  *** This is a daily onsite position in Modesto, CA ***  8:30am - 4:40 pm Monday - Friday 40 hrs/week

Compensation:  $20-25/per hour

Benefits Summary:

ESSENTIAL JOB FUNCTIONS

• Working with a ticketing system, complete the day-to-day tasks as assigned or become necessary.
• Be responsive and proactive.
• Show rapid response to all issues as well as follow through until it has resolution. Reply to voicemails, emails and any other communication received within 24 hours, even though an answer is pending, or task being completed to let the user know so they are informed.
• Provide phone support to customers calling the Support Desk (first on phones).
• Be punctual and ready to work at time of schedule.

Responsibilities

Customer Service

• Field incoming help requests from end users via telephone, in-person, and work orders in a courteous manner. Ensure that all system users are cared for as problems arise.
• Record all pertinent end user identification information, nature of problem or issue including all successful and unsuccessful decisions made, and actions taken, through to the final
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure Ensure that internal and external customers are satisfied with the solutions.
• Test fixes to ensure problem has been adequately
• Build rapport and elicit problem details from help desk
• Prioritize and schedule probl Escalate problems (when required) to the appropriate team.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and
• Identify and learn appropriate software and hardware used and supported by the
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem
• Communicate to other staff members problems and solutions used during the shift and outline ongoing problems that others should know about during shift
• Maintain quality service by establishing and enforcing organization

Training

• Assist in creating training manuals and user
• Software and hardware usage to internal and external users.
• Assist in trainings for internal and external users for more than 25 For example, train customers in use of new devices over the phone, walk sales rep through all their devices.  Help assist with classes for internal users
• Ensure all training materials are up to date as well as documented in the IT WIKI
• Test new software and upgrades and provide feedback to appropriate parties in a timely manner before deployment.
• Assist in determining training needs and requirements and create training schedule

Record Keeping

• Responsible for all IT related paperwork and documentation including, but not limited to, contracts, purchase orders and
• Keep all hard- and software maintenance agreements up to
• Maintain inventory of all required IT equip
• Maintain records of training and issued equipment as well as upkeep of the asset  dbase
• Track all warranty information on
• Assist in the development and implementation of support related procedures and
• Perform all filing duties for the IT

Other

• Understand and ensure policies and procedures are adhered to regarding Harbor computer usage guidelines and pol
• Work with leadership to improve work processes, ensure documentation and project needs are completed accurately and in a timely
• Maintain technical knowledge by attending educational workshops and reviewing publications.
• Contribute to team effort by accomplishing related results as
• Perform all standard Support Desk duties when
• Ensure all IT areas are being kept clean and neat for appearance and safety

Qualifications

KNOWELDGE, SKILLS AND ABILITIES

• Provide exceptional customer service to internal and external custom
• Able to conduct research into a wide range of computing issues as
• Able to absorb and retain information
• Able to present ideas in user-friendly language.
• Highly self-motivated and
• Keen attention to details
• Able to effectively prioritize and execute tasks in a high-pressure
• Experience working in a team-oriented, collaborative environ
• Ability to be flexible when work schedule
• Able to take initiative - Bring it to the team leader's attention if you see something that could turn into a problem or a better way to fix something

EDUCATION AND EXPERIENCE

• High School diploma or equivalent
• Knowledge of basic computer hardware systems
• Knowledge of basic network troubleshooting
• Hihgly profficient with Microsoft business applications such as Office 365
• Exceptional written and oral communication and understanding of professional tact and responses.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation
• Fluency in the English language both written and oral
• Able to cover other shifts when others are absent.
• Physically must be able to complete the daily work as assigned

To promote to a Support Specialist II:

                Have A+ Certification