IT Support Specialist

• Responsible for providing tier-one network and systems support by answering, responding, and solving customer s technical requests in a non-scripted environment.
• Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory.
• Maintaining Service Desk request tracking software and utilities, monitoring Service Desk user support and recording and tracking all Service Desk activities.
• Assisting with asset management of computers, peripheral devices and printers
• Writing customer communications, processes, and other customer-facing documentation.
• Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.
• Work within an agile project management environment.

• Solid knowledge of Service Desk and Customer Support center operations.
• Minimum of two (2) years hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.
• Have a proactive nature with the ability to solve problems.
• Be able to work on multiple projects, activities, and tasks, simultaneously.
• Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.

The ideal candidate should have one or more of the following certifications:

• CompTIA A+, CompTIA Network+, CompTIA Security +
• MCSA: Windows 10
• MCSE: Desktop Infrastructure
• ITIL
• Udemy IT Help Desk Professional