IT Support Specialist

  • US-Other
  • Confidential
  • 2-8 years
  • 24 Mar 2015

  • Project/ Program Management IT

  • IT/ Technology - Hardware & Networking, IT/ Technology - Mobile/ VAS Applications, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description


IT Support Specialist will independently manage all incoming customer calls, emails, electronic requests for service and I.T. ticket system queues. Provide timely resolution on incidents within designated Customer Service Level Agreement and perform first call resolution (FCR) for incidents globally and will reroute problem escalations on behalf of end-user to appropriate technical IT groups. Monitors, Tracks and reports case status to management and end-users.

Position requires technical knowledge and the ability to quickly identify diagnose and troubleshoot complex technical issues. Performance expects accurate logging of all ticket information, as well as the ability to prioritize and drive results with a high focus on quality.

Candidates will be the primary single point of contact and must ensure full understanding of the details provided by end-user. Proper follow up and the ability to integrate and apply feedback in a professional manner. All communications and updates to end user are required in adherence to customer Service Level Agreement.

Duties range from laptop hardware replacement, software installation, support, upgrades and user training. The IT Specialist must have excellent written and verbal communication skills and be capable of managing multiple tasks.

Required Experience:

* Windows OS/Office 2007/2010

* Computer Hardware (preferable to DELL) Laptops and Desktops

* Software troubleshooting and installation knowledge

* Mobile Messaging - Android/iPhone support

* Strong communication skills

* Detail Oriented

* Team Player in a small but dedicated department

* Minimum of 2+years' experience as help desk agent

* Experience in call management and call routing

Desired Skills:

* Basic Networking

* Active Directory

* VPN/Citrix Connection

* Lync Collaboration Systems

* Working knowledge of SD Ticketing system (ex: Remedy, HEAT, Service Now)

* Understanding of SLA's with Customer and Operating level agreements with third party vendors

* Experience in handling escalations and Priority 1 Incidents

* Experience in working with senior executives

* Experience in handling telecom and IMAC requests

Core Competencies: Customer Focus, Action Results Oriented, Problem Solving, Ability to drive quality results in a SLA established environment.


Front range HEAT ITSM tool

Desktop operating systems:

* Microsoft Windows Professional OS (Windows 7, Windows 8)

* Apple Macintosh Operation systems to three (3) revisions back

Desktop tools:

* Microsoft SCCM

* McAfee encryption


* Citrix XenMobile

End user applications:

* Microsoft Office 2010/2013

* Microsoft Visio 2007/2010/2013

* Microsoft Access 2003

* All major browsers (IE, Chrome, Firefox)

* All major email clients

* McAfee product line

* Symantec Outlook E-Vault

* Adobe product line

* Microsoft SharePoint

* Microsoft Lync

* Microsoft Project Pro

* Tableau Reader

* Java 32-bit, 64-bit

* MHC image express


* Remote Access (Citrix XenApp)

* Remote Desktop (Citrix)

* ClearPass (WiFi)

AMA applications:

* Single Sign-on (SSO)

* House of Delegates (HOD) Word macros

* AIMS (Powerbuilder desktop application)

* House of Delegates (HOD) templates (Word Macros)

* RFBAgent (Telecom desktop application)

* Risk Management Emergency Response (VIP cellphones)

* JAMA Macros update

Connectivity to AMA on Mobile devices:

* Apple devices

* Windows mobile devices

* Blackberry devices

* Android devices

Location - Westborough, MA, United States