IT Support Specialist

Position Summary:

This individual is a key member of the Starkweather & Shepley Information Technology Team. The IT Support Specialist provides high quality customer service to employees seeking to use technology more effectively. Providing professional, prompt and courteous service to employees seeking technical support is a critical success factor for this role. 

As the face of Starkweather and Shepley’s IT team, this individual will be responsible for going above and beyond expectations to ensure the technical needs of our staff are met. She/he must have strong communication skills and be able to escalate and manage resolution of cases that may involve multiple people working under tight deadlines. 

This role strictly adheres to our Corporate Standards of Excellence and procedural guidelines spelled out in our Professional Procedure Manual.

Essential Job Functions:

Customer Service

1. Provide first point of contact for customer-facing support on desktops, laptops, mobile devices, operating systems, applications, printers, networking, remote access, and telephone.
2. Answer all service requests in a timely manner, set customer expectations around resolution times, and follow-up to ensure overall customer satisfaction. Record all services interactions in IT Ticketing System in a timely and accurate manner.
3. Provide a consistently high-quality customer service experience by upholding established service standards, creating client technology reference material, and providing suggestions for procedural enhancements.
4. Manage and track day-to-day troubleshooting, escalation, and resolution of customer related IT problems by providing Tier I & II support on all IT related calls/tickets.

Systems Management

1. Work closely with Systems Administrators/Infrastructure team to proactively identify and resolve problems affecting customer experience.
2. Manage the deployment, maintenance, support, upgrade, and tracking of client technology assets, including desktops, laptops, phones, mobile devices, printers, and other peripherals.
3. Maintain driver database and software updates for hardware independent image.
4. Manage the testing and deployment of desktop security, including O/S and software security updates, antivirus definitions, and full disk encryption.

Process Management

1. Perform tasks associated with adds/moves/changes and the relocation of all IT related assets during office/workspace moves.
2. Provide as needed, impromptu employee training on various end-user related technologies, including mobile devices, operating systems, applications, and office phones.
3. Contribute to and manage the IT knowledgebase by adding new support knowledge entries and editing/refining entries made by others on the support staff. 
4. Analyze weekly call reports to identify issue trends and recommend support changes to reduce ticket volume.
5. Promote professional development by engaging in informal knowledge transfer sessions, attending online & off-site training and conferences, participating in seminars and user groups, and reading industry publications.
6. Performs other duties as assigned.

Skills and Abilities:

1. Must have advanced skills in Office 365 administration and governance, O/S – Windows, Mac O/S, hardware and software installation/deployment, mobile device management, and remote Access/VPN.
2. Must have intermediate skills in TCP/IP networking, MS Active Directory, and PC Imaging.
3. Strong written and verbal communication skills, analytical skills, and the ability to interact effectively with people at all levels of the organization.
4. Self-motivated, multi-tasking, ability to prioritize and perform a variety of concurrent tasks with limited direction.
5. Proven track record of personal and professional growth and development.
6. Availability for rotating, on-call support services outside of normal working hours including nights, weekends, and holidays.
7. Ability to travel to other branches as needed.
8. Some domestic travel required.
9. Ability to work in a team environment.
10. Excellent organizational skills and attention to detail.

Experience and Education:

1. Bachelor’s Degree in Information Systems or related field preferred.
2. 4-6 years of experience in IT customer service or related area.
3. Preferred Certifications: MCDST, A+, MOS, MCP, MCSE, Security +, CCNA