Support Specialist

**Position Summary**:
The Service Desk Support Specialist is an individual who is passionate about technology and people. They strive to provide an elevated customer experience and look for ways to continually raise the bar. They possess the natural curiosity to seek clarity on how people are successful in their positions and have the ability to place themselves in the shoes of the community they support to provide individualized, empathetic service.

Service Desk Support Specialists are required to troubleshoot issues in person, by telephone, or remotely using a customer-oriented approach. They are responsible for the timely tracking, triage and first level support for end user access, desktop and mobile hardware & software, audio visual and telecom as part of the IT Service Desk team.

**Direct Relationships**:

- Team Lead, Service Desk
- IT Operations Specialists
- Application Support Specialists

**Position Responsibilities**:

- Provide exceptional customer service to all internal and external end users
- Provide clear, concise and targeted communications for situations concerning all groups within the end user community
- Communication for activities and issues impacting the business or external customers, including but not limited to any IT maintenance activities
- Install, diagnose, repair and maintain all desktop and mobile hardware and software to ensure optimal performance
- Deploy & manage all end user hardware and mobile devices including Windows, Android and Apple supported products
- Management and maintenance of Microsoft Active Directory users and computers
- Management and maintenance of Microsoft Exchange mailboxes and distribution lists
- Provide first contact triage and troubleshooting of all reported hardware, software, system access, audio-visual, printer and telecom issues
- Ensure all incidents and requests are properly tracked, reported, addressed, updated and closed in accordance with predetermined Service Levels
- Actively participate in the identification and root cause analysis of systemic problems affecting the end user community to improve the overall user experience
- Work with external vendors for support of end user hardware / software or audio-visual equipment
- Participate in the procurement process for all end user related purchases
- Recommend approaches or changes to aid in streamlining end user support and the services we provide to improve coverage and efficiency
- Ensure that hardware and software asset management processes are followed and that these records remain accurate and up to date
- Maintain inventory stock levels and follow all asset management procedures including quarterly asset audits
- Regularly use and contribute to the knowledge repository used by both IT and end users by following KCS methodology
- Contribute to and participate in information and training sessions for end users on new or enhanced IT processes, tools and systems
- Keep current on the needs of other departments in the business by proactively shadowing, interviewing or investigating their experiences and needs with technology
- Manage, track and maintain all end user-based software licensing
- Work closely with security on security related issues and initiatives including but not limited to responding to vulnerabilities, infections, patching, access updates and deployment of security tools
- Provide on-call end user support outside of regular business hours as part of an 24x7x365 on-call rotation
- Maintain data feeds and dashboards for daily, weekly and monthly end user statistical reporting

**Qualifications**:
Profile
- Willing to take a customer-focused approach to delivering support
- A self-starter with the creativity to solve problems independently and collaboratively
- Ability to provide technical explanations in a customer friendly manner
- Ability to work with all levels of staff
- Ability to work with internal and external vendors in a professional manner
- Ability to multitask in a fast-paced environment
- Confident individual with the ability to collaborate with agile delivery and shared services teams
- Ability to build effective relationships with a range of team members, stakeholders, partners, vendors and business users
- Excellent communication skills (written and verbal)
- Displays a sense of ownership and exhibits flexibility, resilience, and resourcefulness

Professional Experience and Education
- Experience working with end users regularly in a support capacity
- Management framework with a focus on the incident and problem management lifecycles
- Experience working with ServiceNow or similar ITSM products
- Experience with ITIL process framework or other closely related IT Service
- Experience working with and supporting virtual machines and virtual apps
- Experience with supporting audio-visual equipment
- Experience with MDM solutions like ManageEngine, InTune, AirWatch
- Experience with Office365, MS Teams, Adobe Acrobat Pro or similar cloud-based technologi