Technical Support Specialist
1 month ago
**PURPOSE and SCOPE**:
**PRIMARY JOB RESPONSIBILITIES**:
**The following are the main job responsibilities and priorities for this position**:
- Track open IT support requests to ensure Service Level Agreements (SLAs) are met.
- Follow-up with customers to ensure initial reported support issues were successfully resolved.
- Document customer support issues in the Service Desk ticket tracking system (ServiceNow).
- Escalate IT support issues to other IT teams where appropriate.
- Research solutions to new technical issues and share new knowledge with team-members by documenting in formal knowledgebase.
- Setup and deploy new IT hardware. Decommission end-of-life hardware.
- This position requires willingness to work rotating day/evening shifts, occasional overtime, and occasional on-call shifts on weekends & holidays.
- Must be able/willing to provide desk-side support in a manufacturing environment, including following necessary safety protocols.
- Other related duties as assigned.
**QUALIFICATIONS**:
**Education and Experience**
- A college diploma, certification, or university degree in a relevant field (i.e., computer science, information technology, etc.) is an asset.
- Prior experience providing IT desktop support is an asset.
**Skills and Knowledge**
- Strong interpersonal skills such as communication skills, active listening, and customer care.
- Strong technical aptitude.
- Strong analytical and problem-solving skills.
- Physically capable of moving and installing IT hardware in an office & manufacturing environment.
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