IT Support Specialist III

Overview

Support end users by resolving a variety of technical problems, working with considerable judgment and initiative and taking ownership of results.

What you'll do

• Field incoming help requests from end users in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems, when required, to the appropriate experienced technician.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
• Make recommendations for solutions and mentor less experienced team members.
• Perform other duties as required.

What you'll need

• Associate's degree (A.A) or equivalent from a two-year college or technical school and 5 to 8 years' related experience and/or training; or equivalent combination of education and experience.
• Networks with senior internal and external personnel in own area of expertise.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Knowledge of basic computer hardware and software.
• Familiarity with desktop and server operating systems.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in a user-friendly manner.
• Analytical and problem solving abilities.
• Exceptional customer service orientation.

Nice to have

• Knowledge of various operating systems and databases.
• Knowledge of various programming languages.

Details

• Prolonged sitting or standing and movement within an office environment; must be able to use a computer and communicate effectively.
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.