IT Support Specialist

November 19

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Sourcewell

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Contract Purchasing Solutions • Procurement • Education • Technology Services • Insurance and Benefits

201 - 500 employees

🏛️ Government

📚 Education

Description

• Provide IT technical support and incident resolution to our internal customers. • Receive and act on calls from internal technology users to support and resolve technical related issues. • Follow incident management and service request policies and procedures to support effective incident recording and tracking. • Deliver consistent quality service to internal technology users. • Keep end users informed on request or incident status and progress. • Assess all technical support requests/incidents to resolve them or escalate them to third-party support groups as appropriate, based on agreed operational and service level agreements. • Contribute to IT process and service changes by identifying opportunities for improvement. • Identify and document end user training requirements and education needs to help reduce incident volume. • Add to and update our internal knowledge base that is used by IT Support and end users to effectively share technical knowledge. • Provide training, support, and assistance with meeting room technology, and online meetings. • Participate in an on-call rotation. • Other duties as assigned.

Requirements

• AA or AS degree in information technology or related field OR A combination of IT related post-secondary and/or professional education and demonstrated relevant work experience in help desk support equivalent to a total of two (2) years. • Strong aptitude for technical problem solving and customer service. • Understanding of current applications and trends in PC support. • AA or AS degree in information technology or related field AND a minimum of three (3) years of help desk support experience OR A combination of IT related post-secondary and/or professional education and demonstrated relevant work experience in help desk support equivalent to a total of five (5) years. • Three (3) years of experience with some of the following technologies: Windows operating system, Android and Apple cellular and tablet operating systems. • One (1) year of experience with some of the following technologies: Microsoft 365 administration, Microsoft Azure, Crestron, Logitech meeting and conference room technologies. • AA or AS degree in information technology or related field AND a minimum of six (6) years of help desk support experience OR A combination of IT related post-secondary and/or professional education and demonstrated relevant work experience in help desk support equivalent to a total of eight (8) years. • Six (6) years of experience with some of the following technologies: Windows operating system, Android and Apple cellular and tablet operating systems.