IT Support Specialist

IT Specialist
Purpose:
Deliver world class IT service and support to the employees independent of region, country, or site.  Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests.  Provide technical support for office and manufacturing environments via phone, email, chat, or in-person.

Success Criteria:

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
• Resolve Incidents, Service Requests, and other tasks within their deadlines.
• Good relationship with business partners and co-workers.
• Show strong performance and development in all planned objectives.

Key Tasks & Responsibilities:

• Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.
• Responsibility for administration of users, systems and user rights in accordance with company standards.
• Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assigned
• Advise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)
• Ensure proper escalation and handover of cases from second line to the correct expert (third line).
• Provide general local on-site and hands-on IT support at our facility in Tallahassee, FL, also assisting in the resolution of IT infrastructure incidents.
• Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions
• Ensure compliance with security policies as described in Corporate Standards as related to PC clients, and other IT systems and report any breaches to Security

Required Competencies:

• Exceptional Service and Customer mind-set
• Problem Solver / Good troubleshooting skills
• Good communication skills
• Ability to work in a global and ever-changing environment
• Able to work independently but also a good team player
• Self-driven and able to take ownership of tasks and see them through to completion
• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
• Technical experience supporting users globally in second line support.
• Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.

Education & Experience

• 2-year degree in IT related field (required)
  OR
• 2-3 years of experience (required)
• Bachelors degree in IT related field (preferred)