I.T. Support Specialist
📋 Role Overview & Responsibilities
In this role, you will provide technical support for Husky computer users primarily within our Milton Campus. This position may require shift work of weekdays and weekday afternoons, plus occasional on-call weekend/evenings.
Support is provided to mainly campus based and remote workforce users and includes supporting all hardware, software, networks, and peripheral equipment.
As part of the Corporate IT Service Desk team, you will need problem solving skills, communications, interpersonal skills, and time management skills, along with patience and a customer and team friendly attitude. You will be expected to display initiative in developing new and innovative technical solutions. You require the ability to identify common problems and take ownership to ensure that the escalation process is adhered to.
KEY RESPONSIBILITIES/AREAS OF ACCOUNTABILITY Answers incoming end user telephone calls in a courteous and professional manner.Serve as the first point of contact for customers seeking technical assistance over the phone or email.Prepare PCs for deployment to end users, organize and schedule deployment time along with assisting the end user to transfer all their data and re-install software manually as required.Directly interacting with users calling and fielding IT support tickets entered in the ITSM tool.Troubleshoot and manage incoming hardware, software, or network problems.Log all support requests.Active directory basic account administrationGathering information of incident if not all information is provided by user.Providing resolution, if possible, and administrative functions surrounding resolutionRecognize and escalate more difficult problems to Tier 2/3 support. Deliver efficient support to the user community. QUALIFICATIONS
EDUCATION High School or College graduate Completed basic Information Technology courses RELATED EXPERIENCE 2-3 year in a computing environment preferred. IT Service Desk / Helpdesk/Support experience preferred. College Diploma in an IT related field preferred Industry designations ( A+, Network+) are considered favorable Minimum 1 year relevant experience in a technical support role is considered favorable Self-motivated, strong initiative, integrity, teamwork Customer service oriented Strong technical troubleshooting abilities Excellent communication skills are essential Windows 7/ Windows 10/Windows 11 troubleshooting experience Windows Active directory administration PC Hardware and peripherals troubleshooting/repair •TCP/IP basic networking troubleshooting •Network Printer installation and troubleshooting
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This position is located in Milton, VT with potential relocation and sponsorship assistance depending on candidate qualifications.
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