IT Support Specialist

Under general supervision, the IT Support Specialist provides support to end users for computer hardware and software support.

Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up).

Provides on-site, remote, and VPN user support.

Essential Duties


* Create, update, and close tickets.


* First response to all support requests through all channels: phone, web tickets, email requests, walk ups.

Determines impact and urgency of an incident and support request to determine priority.


* Perform initial triage and troubleshooting of all tickets across all knowledge domains.


* Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration.

Escalates unresolved requests and incidents to IT Support Specialists II and/or III.


* Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.


* Record all outages within the ticketing system and send communications as appropriate.


* Provide instructional training to end users.


* Manage, and deploy hardware and software solutions for MBI employees.


* Maintain a record of knowledge/solutions within a structured knowledgebase.


* Validate employee compliance to IT policy and procedures during all tasks, taking action, reporting, or escalating as necessary.


* Collaborate with HR and Management Team during employee on boarding/offboarding procedures.


* Routine on-call after hour support.


* General audio/video and web conferencing support.


* Works with hardware vendors to get desktop and laptops equipment replaced or repaired.


* Minimal server, network, and VOIP hardware support.


* Maintain all MDF/IDF areas.


* Responsible for hardware purchasing and order reconciliation.


* Maintain an accurate inventory of all computer hardware assets within your region by utilizing SNOW, SCCM, and MAC forms.

Manage the hardware life-cycle process by reclaiming, repurposing, and decommissioning necessary hardware assets.

Required Qualifications


* Strong customer service, time management, and organizational skills required


* Collaborate with multiple technology teams such as the IT Security Team, Server Team, and VOIP Team


* Travel may be necessary (under 10%)

Required Experience


* 0-4+ years related experience


* Two-year degree in Computer Science, Information Systems or related field; applicable experience accepted in lieu of degree


* US Citizenship Required

Highly Preferred Experience


* Experience with Mac Operating Systems


* iOS Experience


* Powershell Scripting


* ITIL Foundational Certification

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the es...