It Support Specialist - Ic02

Participates in projects, pilot testing and initiatives as directed by the Service Desk Manager
- First point of contact for technical software, hardware and network support.
- Perform remote diagnostics, troubleshooting and incident resolution using remote system management tools
- Perform weekly, monthly, quarterly, and annual compliance or audit-related tasks
- Follow up on all assigned tickets or tasks to ensure proper response and satisfactory resolution, keep detail-oriented documents and keep the customer or business partners updated of the status and resolution times.
- Log all incoming tasks and requests in the incident tracking system and document all actions, to include all follow up conversations, status updates, troubleshooting steps, and resolution.
- Collaborates with NOC to compose and send end user communications during outages and planned upgrades.
- Contribute technical solutions to the IT Knowledge Base
- Provides training for the newly hired member of the Team

**Qualifications**

**Essential Knowledge and Skills**
- 3-5 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst
- Excellent writing, communication, and interpersonal skills
- Strong Analytical, troubleshooting and problem solving skills
- Demonstrated knowledge of PC/Laptop hardware components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
- Proficiency in Microsoft products and operating system, certifications preferred
- Familiarity with resolving remote connectivity issues
- Ability to deal with multiple priorities in a fast-paced environment a must
- A+ and ITIL V.3 certification a plus

**Travel Requirements**
- No