Job Details
Job Summary:
The IT Support Specialist acts as the primary point of contact for Viterra s end user community. They are responsible for assisting in the troubleshooting and maintenance of all end user devices and applications. The ideal candidate will perform both remote and in-person troubleshooting as needed, sharing an on-call rotation which provides 24/7/365 support. This individual will immediately play a key role in handling front line support of the telecom, audio/video conferencing, network, and server infrastructures, escalating issues as needed to our Tier 2/3 teams.
Essential Job Functions:
- phones as part of an incident management rotation providing assistance to end users as they report IT issues
- first-level break/fix support for end user devices such as PCs/laptops, virtual desktops, phones, printers, and conference room equipment, as well as their accompanying applications
- all calls and requests within the ServiceNow platform
- with third-party support and service vendors to ensure that the network, phones, and servers are operational, escalating to Tier 2/3 engineers when appropriate
- with 24/7/365 shared pager rotation, responding to and resolving production-down issues
- a commitment to acquiring new skillsets and capabilities
- in maintaining appropriate patching and compliance levels as required for hardware and software through the use of tools such as SCCM
- and deploy new workstations as part of a hardware lifecycle
- and maintain process documentation
- out opportunities to automate manual tasks
Qualifications/Education/Experience/Skills:
- Strong presentation, communication, and facilitation skills (oral and written)
Strong customer service ethic
- Experience working with cross-functional business initiatives involving varying levels of the organization, from end users to executive leadership
- Must be self-motivated with an ability to initiate and follow through on multiple concurrent projects/tasks under minimal supervision with high attention to detail
- 1-year Service desk, IT support experience
- Basic understanding of infrastructure services such as Active Directory, DNS, DHCP, DFS, Group Policy, and File/Print is required
- Ability to document and effectively communicate complex technical subject matter
- Preference for breadth of IT domains, technologies and roles: Office 365, General networking knowledge, Citrix desktop virtualization and application delivery, Working with remote locations and resources, Basic PC hardware configuration