Job Description

The IT Support Specialist’s role is to ensure proper computer operations so that end users can accomplish organizational tasks. 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.

Key Responsibilities:

• Respond directly to support issues and service requests submitted through telephone, email, etc.
• Respond to requests for technical assistance from company employees and team members.
• Take incoming calls and demonstrate excellent customer service skills through all interactions with clients and team members alike.
• Monitoring a ticket queue and ensuring resolution to the issues.
• Identify ways to streamline common processes and ensure we maximize value within the Help desk.
• Troubleshoot issues effectively -- know when to use your resources and when to escalate.
• Provide first-level troubleshooting and assistance.
• Follow up and close out open issues.
• Respond to requests for information.
• Accurately update documentation.
• Ensure that all records and documents are completed in an accurate, concise, and articulate way including but not limited to Incident and Service Request tickets.
• Process invoices/voucher.
• Work closely with Account Payable Team on invoices from Vendors (ATT, Verizon, Frontier)
• Administer all information required to allow database system to be operational and allow users to perform their jobs using the Center Track Database System as a mission critical tool.
• Establish security protocols and maintain control access for authorized and licensed users.
• Develop training materials and provide training to support users of the Center Track Database System on proper processes and procedures for data input and report generation.
• Communicate changes affecting usage of the Center Track Database System promptly to the appropriate end users and train on new options where appropriate.

Required Qualifications

• AA in IT, Computer Science, or related field.
• Minimum 2-4 years of experience as a help desk or desktop support technician.

Preferred Qualifications:

• BA in IT, Computer Science, or related field.
• Proficiency in SQL, MySQL & and SQL Server Management Studio.C, C++.

Key Competencies               

• Project planning and implementation.
• Operating Systems – Unix, Windows NT/XP/07.
• Strong Working Knowledge of Applications - Microsoft Office (Excel, Word, Power point & Access), and FileZilla (or similar FTP app).
• Great customer service skills.
• Multi-tasking.
• Organizational skills.
• Attention to detail.
• Patient and must be able to stay focused, efficient and caring in varying circumstances.
• Ability to work effectively under pressure in a busy setting.
• Proficiency with MS Office (Word, Excel, Power point, Outlook, Access)
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
  
  

Working Conditions:

• Generally pleasant working conditions.
• Less than 50% of daily assignments involve prolonged physical effort.

Shift Type: Full Time

Schedule: Monday – Friday, 8am – 5pm

What We Offer:

• Medical, Dental, and Vision Benefits (may vary depending on Full Time or Part Time status)
• 401(k) Retirement plan, Flexible Spending Account, Employee Assistance Program
• Paid vacation, sick time, and holidays
• Education Reimbursement Program
• Discounted childcare
• Be constantly in a learning and growth process with training and professional growth advisory

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace.