IT Specialist
Role details
Job location
Tech stack
Job description
The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals., Responds to inquiries and requests for assistance with the organization's computer
systems and/or peripherals. Identifies, analyzes, troubleshoots and resolves problems
with the aim of eliminating recurrences and reducing calls to the service desk.
Coordinates with other Information Technology teams to resolve problems if necessary.
Support hours for the service desk are between 8:00 AM and 9:00 PM. Provides
support and a central point of contact for standard software and hardware defined in the, 1. Incident analysis and resolution
a. Logs all service desk calls or email requests into Incident Management System
(ServiceNow), assign, update, and resolve incident as needed.
b. Analyzes and resolves incidents with a goal of 90% First Call Resolution.
c. Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
- Direct Service Desk Requests
a. Completes requests for Password Resets, User Provisioning, Software requests
and implementation, printer mapping and support
b. Logs all service desk email requests into Incident Management System
(ServiceNow)
- Incident prevention and continuous process improvement (when time permits)
a. Investigates causes, tests solutions, and puts solutions in place to reduce calls to
the service desk.
b. Fixes causes, not just solutions. Works to eliminate recurring issues and reasons
to call.
c. Promotes effective use of technology.
d. Watches for trends that indicate potential incidents and then escalates the issues
or concerns before they happen.
- Customer Service
a. Must learn to think of the customer as the most important part of the job.
b. Involves dealing with and/or responding positively to complaints, problems, and
sometimes negative and emotional behavior.
c. Promotes a professional service desk image and sells the value of the service
desk.
d. Understanding service desk priorities and objectives and taking an active role in
accomplishing these objectives.
- Participates in other I&O teams
a. Reviews ITS Morning Meeting results and upcoming changes with the goal of
knowing what is going into production and what could cause problems. Tries to
identify possible problem areas or communication needs.
b. Passes feedback from customers on to the End User.
- Communication
a. Keeps peers and End User/Alt End User informed of trends, significant problems
Requirements
Degree in Information Systems or related field, or equivalent combination of education
and experience or have completed a Microsoft Certified Professional (MCP), CompTIA
A+, CompTIA Network+ or any Desktop Computer/IT Support Certification.
Experience/Skills:
They must have 3 years' work experience in an IT support function or a customer
service oriented, call center environment as well as In-Person support. Candidate must
demonstrate knowledge and abilities in the following:
- Focus - The ability to remain focused on what is important to the business despite
distractions. Commitment to team/department/company; understanding the service
desk's role in the company.
- Problem Solving - The ability to identify and resolve problems quickly and
effectively. Understands entire process from logging to informing customer solution
is in place; knows when to escalate; implements solutions not fixes.
- Proactive Thinking - The ability to take initiative to make improvements. Anticipate
customer needs; looks for ways to make things better for the customer, to eliminate
recurring problems, calls, is constantly learning.
- Communication - Speaks clearly and persuasively in positive or negative
situations. Listens and gets clarification of requests. Responds well to questions.
Ability to interact and communicate clearly in English with people over the telephone,
often in stressful situations. Writes clearly and informatively. Edits work for spelling
and grammar.
- Customer Skills - The ability to interact with customers in a polite and professional
manner. Regards customer as most important part of job; respectful of customers
and manages difficult or emotional customer situations. Responds promptly to
customer needs and requests for service and assistance.
- Professionalism - Uses time efficiently. Approaches others in a tactful manner.
Treats others with respect and consideration regardless of their status or position.
Accepts responsibility for own actions.
- Teamwork - Contributes skills and capabilities to achieve the team's goals. Is
receptive to new ideas, builds strong working relationships and values diversity.
Encourages and gives credit to others for their contributions and puts the attainment
of team goals ahead of individual objectives. Ability to assist service desk agents
and makes self-available to Management and others.
- Flexibility - Performs a wide range of tasks, responding to changes in direction and
priorities. Accepts new challenges, responsibilities and assignments. Works outside
of ordinary routine. Views problems or business situations from both own as well as
another's perspective. Adjusts to multiple demands and satisfying priorities. Utilizes
new and unique methods to resolve issues. Possesses versatility demonstrated
through performance and/or some experience in multiple skill sets.
- Team/Company Fit - Absolutely always on time; enjoys working in a very casual
environment in terms of relationships and communication; willing to work over time;
doesn't need any hand holding.
- Technical- The ability to learn technical product information quickly and accurately.
Working knowledge of:
a. Office **
b. Microsoft Exchange/Intune
c. Windows 10/11 **
d. Remote Access (VPN/SecurID), hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms;
talk and hear. Specific vision abilities required by the job include close vision, distance
vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable, * You have a track record of completing work with a high level of quality
- You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
- Are proficient in Microsoft Office suites
- Have excellent oral and written communication skills
- Have excellent time management, organizational planning, and problem-solving skills
- You follow instructions, respond to management direction, and keep commitments
- Strong leadership and project management skills
- Able to manage, establish, and communicate clear goals and objectives
Hard work pays off. See what you'll get for your effort
Benefits & conditions
A forty (40) hour work week is scheduled. Standard work schedule is 8 hours/day, five
days a week, Monday - Friday, On-Call Support is after hours every 10 weeks for 1
week. Work week excludes Federal holidays observed by MasTec. Each work day
has a 1- hour lunch. Overtime may be needed when requested and approved by
management.
Area Security Access:
A background investigation is required.
Performance Requirements:
Analyst must achieve at least 95% Start Time by being logged on the phones and in
"Ready" mode within 5 minutes of their start time or return from breaks. After one-month
training period analyst must be able to resolve 90% of calls handled. Analyst must
maintain good customer service by not receiving more than 1 complaint per month., Compensation of $24- $25 per hour, depending on the experience.
- 401(k) with company match
- Employee Stock Purchase Plan (ESPP)
- Life insurance
- Short-term and Long-term disability
Health and Wellness
-
Medical, dental and vision insurance
-
Dependent care and medical flexible spending accounts
-
Employee Assistance Program (EAP)
Work/Life Balance
- Paid time off
- Paid holidays
- Family and medical leave
- Paid sick time
We meet your commitment with competitive pay and benefits. If this sounds like you, let's talk.
Build your career with MasTec!
