IT Support Specialist III

What this Job Entails

The IT Support Analysts will help in resolving a variety of technical problems.

Scope

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Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions

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Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members

Your Roles and Responsibilities

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Field incoming help requests from end users in a courteous manner.

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Document all pertinent end user identification information, including name, department, contact information, and nature of problem.

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Build rapport and elicit problem details from help desk customers.

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Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.

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Apply diagnostic utilities to aid in troubleshooting.

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Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

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

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Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.

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Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills

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Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience

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Networks with senior internal and external personnel in own area of expertise

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Demonstrates good judgment in selecting methods and techniques for obtaining solutions

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Knowledge of basic computer hardware and software

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Familiarity with desktop and server operating systems

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Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

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Ability to conduct research into a wide range of computing issues as required

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Ability to present ideas in a user-friendly manner

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Analytical and problem solving abilities

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Exceptional customer service orientation

Preferred Qualifications

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Knowledge of various operating systems and databases

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Knowledge of various programming languages

Physical Demand & Work Environment

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Must have the ability to perform office-related tasks which may include prolonged sitting or standing

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Must have the ability to move from place to place within an office environment

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Must be able to use a computer

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Must have the ability to communicate effectively

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Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers