Provide excellent customer service by ensuring support services meet business partners' needs and expectations.
Answer phone calls to the call center and resolve incident and service request tickets submitted via self-service.
Perform occasional deskside support.
Work with users to collect information pertaining to requests and incidents; log call tickets accurately and completely using the ticketing system.
Resolve tickets where possible, and assign to the appropriate team when resolution isn't possible.
Perform desktop and laptop system setup for onboards and refreshes.
Perform data transfer and inventory management tasks for offboards.
Maintain accurate asset records and perform moves, adds, and changes.
Notify users as requested by the resolving area and close call tickets once resolution is confirmed with the IT support team.
Provide support for meetings (audio/video).
Participate in project and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist.
Perform asset management tasks to ensure accurate inventory.
Mentor new Service Desk employees.

Demonstrated ability to assess and document information accurately and completely, interpreting user and IT terminology as required.
Ability to develop and maintain knowledge of support procedures, business area processes, desktop applications, and tools through established knowledge management resources.
Understanding of Service Level Agreements (SLAs).
Strong, clear communication skills for structured updates to business partners, management, and other IT team members on incident management.

Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!
3 weeks vacation, 11 holidays plus paid sick time
Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
401(k) retirement savings plan providing a match of 60% of the employee’s first 6% contribution (up to IRS limits)
Section 125 Flexible Spending Accounts
Life, STD, LTD & LTC Insurance
We prepay your tuition up to $5,250 per year!
Tuition pre-imbursement
Fitness reimbursement of up to $200 annually
And much more!

IT Specialist

Key skills