Overview
What You'll Do
- Leverage your experience and understanding of fundamental concepts and processes to build your knowledge of our organization, processes, and customers.
- Independently apply IT service concepts and processes, including incident management, service request fulfillment, and problem management.
- Effectively communicate with users at all levels to diagnose and resolve technical issues, while also managing customer expectations and setting realistic timelines.
- As an IT Support Specialist, you will
- Perform a range of assignments, utilizing prescribed guidelines, policies, and existing processes to analyze and resolve routine or standard problems.
- Work under minimal supervision, receiving direction from more senior roles, and develop competencies by performing structured work assignments.
- Analyze root causes, develop and implement solutions for moderately complex problems, and proactively identify and mitigate potential issues, always looking to simplify the customer experience through self service and automation.
- Take ownership of problem resolution, documenting actions and outcomes thoroughly, and identify opportunities for process improvement within your area of expertise.
- Work closely with IT Support members, Team Leads, Subject Matter Experts, End Users, and Application/Platform/Domain Owners.
- Explain technical issues in clear, non-technical terms.
- Have a strong working knowledge of Windows, and MacOS, Linux desirable.
- Have experience supporting Microsoft Products in the Office suite.
- Have experience with MFA and mobile authenticator applications.
- Have a strong working knowledge of PowerShell to manage exchange online, and potentially other cloud resources in Azure.
- Have a working knowledge of Agile methodologies
- Have experience working with Atlassian tools, such as Confluence and Jira.
- Have experience working with an ITSM tool such as Service Now or Jira Service Desk
- Understand SSO and managing application authentication using SSO.
- 3-6 years experience
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