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
