Position Summary:
The IT Support Specialist I provides day-to-day hands-on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role provides 1-to-1 end user support and training. Typically, this role works onsite at an HBS client full time.
Roles and Responsibilities/ Essential Functions:
- Provide First tier support of PC hardware & software, desk phones, printers, mobile devices, and other computer related equipment.
- Responsible for ticketing system entry and ticket maintenance/documentation; includes updating and maintaining inventory records.
- Track, route, and redirect problems to correct resources.
- Identify PC hardware warranty repair and resolve as required.
- Provide timely and relevant updates to end users.
- Prepare hardware devices for disposal.
- Assist with data cabling installation.
Requirements
Competencies:
- Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
- Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
- Analytical Skills: The ability of the individual to gather raw data and to process that data into a meaningful form.
- Problem Solving: The ability of the individual to recognize courses of action which can be taken to handle problems or potential problems and applying contingency plans to solve those problems.
- Adaptability: The extent to which an individual can fit into a changing working environment.
- Initiative: the ability of the individual to act and take steps to solve or settle an issue.
- Motivation: The ability of the individual to inspire and encourage others to reach a goal.
- Autonomy: The ability of the individual to complete assigned tasks with little oversight
- Relationship Building: the ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers
Required Experience:
- None
Preferred Experience:
- 1+ years related experience
Required Skills, Education and/ or Certifications:
- None
Preferred Skills, Education and/ or Certifications:
- Associates Degree or equivalent work experience in IT Related Field
- CompTIA A+
- MD-102 Endpoint Administrator
Equal Opportunity Employer – Including Disabled and Veterans
