IS Support Specialist 1

• IS Support Specialist 1 is responsible for being the primary point of contact for all technical requests from the company s employees. The position is responsible for providing customer service and resolving or escalating a broad range of technical issues
• Respond to work order requests to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment under direct oversight by other team members.
• Minimum experience in Azure AD, O365, Zoom, Teams
• Troubleshoot, resolve, or escalate work orders for hardware and software errors through various communication channels such as phone, email, direct messaging and in-person.
• Document detailed information regarding work order requests and their resolution
• Coordinate with external vendor systems regarding warranty registration, purchases, returns and repairs.
• Assist with maintaining inventory levels of all hardware equipment, software, and software licenses.
• Assist with implementing, monitoring, configuring, troubleshooting, and maintaining the corporate infrastructure and line of business applications under direct guidance.
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland s Information Systems Security Policy.

• Bachelors degree with 5 years of experience in Technical Support Role.

• Must have Knowledge of various ITSM tools and ITIL Standards.

• Must be able to perform hardware break fix on laptops and MacBooks.

• Technical certification like Azure and ITIL Foundation V4.

• Demonstrated experience with process improvement.

• Must be open to provide 24x7 operational support if required in future.

• Demonstrated experience with solving complex issues.
• Required to complete vendor-specific certifications.
• Organizational, multi-tasking, and time management skills
• Must have Excellent Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Critical thinking and problem-solving skills.
• Collaborative skills, applied successfully within team as well as with all levels of employees in other areas.
• Sound business and technology acumen
• Self-motivated with the ability to manage projects to completion independently.
• Knowledge of principles of systems administration including Dell Cisco and/or HP hardware.
• International customer service experience.
• Able to thrive in a fast paced, deadline driven environment.
• Attention to detail.
• Ability to handle sensitive information with discretion and tact.
• Ability to establish rapport and gain the trust of others; effective at gaining consensus.
• Up to 5% of travel time required.

Hyland s Offering

• Learning & Development

  - development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees.

• R&D focus

  cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow.

• Work-life balance culture

  flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office!

• Well-being

  - private medical healthcare, life insurance, gym reimbursement.

• Community Engagement

  Volunteer time off (12h/year).

• Diversity & Inclusion

  employee resource groups, inclusion benefits and policies

• Niceties & Events

  snacks and beverages, employee referral program, birthday, baby gifts.

honesty, integrity and fairness