IT Support Specialist

Instant Serve LLC Raleigh , NC 27603

Posted 5 days ago

Job Title: Enterprise IT Support Specialist

Duration 12 Months

Work-site Address: Raleigh, NC 27601

Agency Interview Type: In Person Only

Engagement Type: Contract

Short Description Client is seeking an Enterprise IT Support Specialist position to provide remote and desk-side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment, throughout the City.

Complete Description:

The Enterprise IT Support Specialist position provides remote and desk-side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment throughout the City of Raleigh. This position supports the deployment, relocation, and upgrade of end-user hardware, and provide timely and effective issue resolution and request fulfillment. The Enterprise IT Support Technician is a direct report to the Enterprise IT Operations Manager for the City of Raleigh Information Technology Department.

Duties and Responsibilities

Essential Duties:

Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience

Performs hardware installations, repairs, maintenance, software installations and upgrades

Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software

Maintains documentation for each incident or request, and escalates complex problems to the next level of support

Takes responsibility for follow-up services or problem escalation

Coordinates vendor repair services for onsite and offsite work

Diagnoses errors or technical problems, and determines and implements proper solutions

Provides end-user training as required

Effectively works with customers, service desk and technical services personnel

Builds positive relationships with customers

This position does not require any supervisory or management responsibilities.

Typical Qualifications

Education and Experience

Associate's Degree in information technology or directly related field and two years of related technology support experience.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Licensing/Certifications

Valid North Carolina Class C Driver's License with a satisfactory driving record required.

Desired Certifications

Microsoft, A+, ITIL

Desired Skills

Demonstrates a customer orientation

Manages and prioritizes workload

Proficient in Microsoft Windows and Office applications

Technical support experience with Apple products a plus

Creative problem-solving ability

ITIL Framework

IT Service Management (ServiceNow experience a plus)

End-user computing technologies

Active Directory management

Strong organizational skills and very detail oriented

Innovative and results orientated

Effectively communicates orally and verbally

Works well and collaborates with others

Ability to diagnose issues with complex systems and quickly provide guidance

Vendor management

Additional Information

Knowledge of:

Standard practices, methods and materials of assigned work.

Technology and customer support practices and procedures.

Project management principles and practices.

Business math concepts.

Filing and record-keeping principles.

Occupational hazards and applicable safety principles and practices.

Uses and properties of supplies and equipment.

Applicable federal, state and local laws, codes, regulations (based on assignment).

Customer service principles.

Specialized equipment relevant to area of assignment.

Modern office technology.

Skill In:

Assessing and evaluating technology performance and quality.

Responding to advanced technology support calls and issues.

Performing basic original research, compiling and assembling data.

Organizing tasks, meeting deadlines and prioritizing competing demands.

Providing direction to others in order to meet standards.

Providing attention to detail in assignments.

Proofreading and error correction.

Business math computations.

Organizing and maintaining records and files.

Maintaining and updating data and documentation.

Comprehending reference books and manuals.

Operating assigned tools and equipment.

Interpreting and applying applicable laws, codes, regulations and standards (based on assignment).

Providing customer service.

Utilizing a computer and relevant software applications.

Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public and others to sufficiently exchange or convey information and to receive work direction.

ADA and Other

Requirements:

Positions in this class typically require: stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.

Medium Work:

Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Working Conditions:

Work is performed in both the field and in an indoor office environment with frequent exposure to hazardous physical conditions (such as mechanical parts, electrical currents, vibration, etc.); frequent exposure to atmospheric conditions (such as fumes, odors, dusts, gases, poor ventilation, etc.); moderate exposure to hazardous materials (such as chemicals, blood and other body fluids); frequent exposure to environmental conditions (such as disruptive people, imminent danger, or a threatening environment); frequent exposure to extreme temperatures, inadequate lighting and movement restrictions; and moderate exposure intense noise or travel.

Must have 2+ years experience in below required field:

IT Service Management

End-user computing technologies

Strong organizational skills and very detail oriented

IT Technical support experience

Proficient in Microsoft Windows and Office applications

Active Directory management experience

Unfeigned Regards,

Ankur Bhatia

Account Manager |INSTANTSERVE LLC | 1232 East King St Lancaster, PA 17602

Email- Ankur.b@iserveworld.com | VISIT US - www.iserveworld.com

InstantServe is proud to be an EOE

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Sales Support Specialist Charlotte NC (62017)

Dentsply

Posted 4 days ago

VIEW JOBS 12/3/2019 12:00:00 AM 2020-03-02T00:00 Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. As The Dental Solutions Company TM, Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better, safer and faster dentistry. Dentsply Sirona's global headquarters is located in York, Pennsylvania, and the international headquarters is based in Salzburg, Austria. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Bringing out the best in people As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us. Working at Dentsply Sirona you are able to: Develop faster - with our commitment to the best professional development. Perform better - as part of a high-performance, empowering culture. Shape an industry - with a market leader that continues to drive innovation. Make a difference -by helping improve oral health worldwide. SUMMARY The Technical Support Specialist provides technical and application support, primarily on the phone, to system users and technicians. Limited travel may be required for assistance with installations, escalations and other support reasons (see Additional Requirements below). ESSENTIAL DUTIES AND RESPONSIBILITIES: * Acquires and maintains technical knowledge, skills and references, in all areas of the assigned products, to expertly install, operate, troubleshoot and repair the equipment. * Provides guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting and repairing assigned products. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. * Recommends or performs remedial actions to correct problems. * Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Records all pertinent information received on product problems and complaints * Is a resource for other departments to request technical information and assistance regarding the assigned products. * Provides instruction and training to customers and dealer personnel when necessary * Travels to perform service calls on problem equipment that local dental service technicians could not repair. * Works on special projects as assigned. * Performs other duties and assignments as requested to support the technical service function Education and/or Experience * Associate's degree or equivalent from two-year college and a minimum two years related experience or equivalent combination of education and experience. * Must be experienced in troubleshooting computer hardware, Windows Operating Systems and Applications and/or experience installing and troubleshooting computer networks. Experience in troubleshooting and servicing electromechanical equipment a plus. * Direct customer interaction on the phone or in person a plus. Additonal Requirements Candidates must be able to travel 10% to 50%, dependent on role. Multiple roles are available. Candidates must have or be able to obtain a valid passport for limited international travel Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona. If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject. Dentsply Raleigh NC

IT Support Specialist

Instant Serve LLC