IT Support Specialist 1-Durant Casino

Job Purpose or Objective(s): The IT Support Specialist 1 ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics, remote tools, and/or require that the individual give hands-on support at the desktop level.

Primary Tasks:

1. Utilize critical thinking skills, prioritize incoming work orders and efficiently assess situations for appropriate response.: Seek clarification if work is not clear.

2. Apply IT principles, methods, and practices in the customer service and support area to identify and resolve issues and requests.

3. Identify and learn appropriate software and hardware used and supported by the organization.

4. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. This includes but is not limited to desktops, laptops, tablets, mobile devices, and peripherals.

5. Field incoming requests from end users in a professional and courteous manner.

6. Accurately document all pertinent end user identification information, including name, department, contact information, and nature of problem or request.

7. Diagnose and troubleshoot Windows/MAC Operating Systems, Microsoft 0365, and other applications.

8. Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

9. Take initiative to work independently, as well as within the team environment.

10. Other duties as assigned

High School Diploma or equivalent

Technical training in helpdesk support, support technician, or help desk technician

1-2 years hands-on IT support experience in a professional environment

Knowledge of basic computer hardware and networking, including PCs, macOS, servers, switches, and routers

Knowledge of desktop and server operating systems, including current and up to 2 previous versions of Windows OS, macOS, and Windows Servers

Experience supporting Microsoft 365, cloud applications, and remote users.

Experience with a ticketing system (ServiceNow, Cherwell, Jira, Zendesk)

Basic understanding of cybersecurity principles

Ability to absorb information quickly

Excellent attitude, phone etiquette, written, and verbal communication, and people skills.

Ability to prioritize and execute tasks in high-pressure environment

Ability to lift and move computer equipment as needed

Ability to offer after-hours or weekend support