Job
Description
What You'll Do Leverage your experience and understanding of fundamental concepts and processes to build your knowledge of our organization, processes, and customers. Independently apply IT service concepts and processes, including incident management, service request fulfillment, and problem management. Effectively communicate with users at all levels to diagnose and resolve technical issues, while also managing customer expectations and setting realistic timelines. As an IT Support Specialist, you will Perform a range of assignments, utilizing prescribed guidelines, policies, and existing processes to analyze and resolve routine or standard problems. Work under minimal supervision, receiving direction from more senior roles, and develop competencies by performing structured work assignments. Analyze root causes, develop and implement solutions for moderately complex problems, and proactively identify and mitigate potential issues, always looking to simplify the customer experience through self service and automation. Take ownership of problem resolution, documenting actions and outcomes thoroughly, and identify opportunities for process improvement within your area of expertise. Work closely with IT Support members, Team Leads, Subject Matter Experts, End Users, and Application/Platform/Domain Owners. Explain technical issues in clear, non-technical terms. What You'll Need Have a strong working knowledge of Windows, and MacOS, Linux desirable. Have experience supporting Microsoft Products in the Office suite. Have experience with MFA and mobile authenticator applications. Have a strong working knowledge of PowerShell to manage exchange online, and potentially other cloud resources in Azure. Have a working knowledge of Agile methodologies Have experience working with Atlassian tools, such as Confluence and Jira. Have experience working with an ITSM tool such as Service Now or Jira Service Desk Understand SSO and managing application authentication using SSO. 3-6 years experience Show more Show less
