IT Specialist

• Serve as the primary contact for external offices regarding technical support issues
• Support, educate, and train decentralized office employees on applications and technology
• Provide technical assistance for computer systems, software, hardware, mobile devices, and end-user applications
• Respond to support requests and incidents in person, in writing, or over the phone while sitting at a desk for long periods
• Troubleshoot technical issues, provide technical assistance, support system usage, and perform password resets
• Document each customer interaction clearly in the ticketing system
• Train customers to support future self-service using technology
• Research and resolve customer calls requiring follow-up
• Comply with documented processes and work toward expected service levels
• Prioritize and resolve incidents; monitor assigned incidents for timely resolution
• Respond to initial phone calls in a fast-paced help desk environment
• Provide insights and recommendations to improve efficiency and workflows

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