IT Support Specialist III

Job title: IT Support Specialist III

About the Role The IT Support Analysts will help in resolving a variety of technical problems. Scope: Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions. Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members.

What You'll Do

• Field incoming help requests from end users in a courteous manner.
• Document all pertinent end user identification information, including name, department, and nature of problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
• Other duties as required.

What We're Looking For

• Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience.
• Networks with senior internal and external personnel in own area of expertise.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Knowledge of basic computer hardware and software.
• Familiarity with desktop and server operating systems.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in a user-friendly manner.
• Analytical and problem solving abilities.
• Exceptional customer service orientation.

Nice to Have

• Knowledge of various operating systems and databases.
• Knowledge of various programming languages.