IT Support Specialist I

Description

Provides front-line technical support to end users across the organization. This role is responsible for responding to incoming service requests via phone, email, or ticketing systems, and resolving common hardware, software, and connectivity issues. The Specialist I ensures timely documentation of issues and resolutions and escalates more complex problems to higher-level support staff.

Requirements

Experience: Three years to five years of similar or related experience.

Education: (1) A two year college degree with background in the following: technology, engineering, and mathematics (STEM) educational disciplines; or (2) Completion of a specialized course of study at a business or trade school with background in the following: technology, engineering, and mathematics (STEM) educational disciplines or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Diagnostic and maintenance abilities with PC hardware, software, and Local Area Network, Windows server and desktop operating systems, and MS Office. Proficiency in software programming (batch scripting, Visual Basic, SQL, etc.) is required. Experience or coursework regarding VOIP system setup and troubleshooting is required.

Physical Requirements: During the course of a normal workday, incumbents will sit, stand, walk, see, hear, reach, push, pull use gross and fine motor coordination for activities such as using standard office machines, using paper and routinely lift and carry incidental items such as computers and printers weighing in excess of 40 pounds. Will occasionally stoop, kneel, and lift objects for the purpose of installing desktop software, cables, and networking materials.