We are currently looking for a Tier 3 IT Specialist to join our team. This is a full-time, direct hire opportunity with a comprehensive benefits package.
Job Responsibilities:
- Provide exceptional customer service and maintain a high level of professionalism when supporting employees.
- Serve as the primary technical support contact, logging and managing requests through a ticketing system (via phone, text, email, IM, or in-person interactions).
- Establish and track Service Level Agreements (SLAs) to measure service desk performance, including metrics such as response times, resolution times, and customer satisfaction.
- Implement IT service management practices following industry frameworks like ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology Service Management).
- Create and maintain training materials for internal teams and end users, updating the knowledge base as needed.
- Administer and support Microsoft Office 365 and Azure Active Directory.
- Manage and track inventory for all hardware and endpoint devices.
- Develop and maintain troubleshooting guides and IT standard operating procedures.
- Install, configure, and troubleshoot software and hardware systems.
- Analyze support trends to anticipate potential issues and inform management of emerging incident trends.
- Adhere to and enforce organizational IT policies and procedures, ensuring compliance across the organization.
- Ensure no unauthorized software is installed on company-issued devices.
- Perform other duties as assigned.
Required Qualifications:
- 5+ years of relevant experience.
Key Skills and Abilities:
- Strong technical background with the ability to communicate complex technical concepts in simple terms to non-technical staff.
- Proven ability to deliver top-tier customer support.
- Experience supporting conference room technology and audio/visual (A/V) systems.
- Networking knowledge, including troubleshooting TCP/IP and analyzing packet captures and traces.
- Proficient in Microsoft Active Directory, Office 365, and Apple/mobile device support.
- Understanding of information security best practices.
- Customer-centric, approachable, and skilled at assisting employees at all organizational levels.