IT Support Specialist I

IT Support Specialist I Winter Park, FL Job Details Full-time 13 hours ago Qualifications Jira Microsoft Word Customer communication Microsoft Excel Microsoft Access Microsoft Outlook Technical documentation Analysis skills Confluence Customer support ticket management Organizational skills Technical writing Systems & applications support Linux Document management Escalation handling 2 years Communication skills Stakeholder relationship building Entry level Cross-functional communication Full Job Description

POSITION SUMMARY

: The IT Support Specialist is responsible for providing assistance and tracking of all requests and issues reported to the IT Support team. You'll handle both internal and external inquiries providing timely and effective resolution from a technical lens. This position is also responsible for maintaining the technical and procedure documentation and ticketing for the IT Programming Department.

REGULAR DUTIES AND RESPONSIBILITIES

Understands current and future business goals and ongoing IT issues to ensure business success. Applies proven communication, analytical and problem-solving skills to help identify, communicate, and resolve issues. Administers service desk ticketing system (Service Desk through Jira) and ensures all service tickets and projects are logged into the ticketing system. Ensures that all tickets have accurate detailed accounts of all troubleshooting steps and follow-up details. Notifies the appropriate technical and management team member, if necessary. Acts as the point of contact and communicates support desk ticket status adequately to all participants. Reports and escalates issues to management as needed. Interfaces with multiple departments and establishes effective business relationships with all levels of management and team members. Provides first level contact of reported issues - providing information, assistance or resolution if able. Acts as a liaison between the IT Department and the reporter of the request or issue. If the request or issue has been assigned to a developer, monitors the progress and documents all pertinent information and communications. Documents all pertinent updates to the associated Jira tickets. Maintains the IT Department Document Repository, Confluence. Maintains public information such as forms, emails, directives and documentation as instructed. Provides exemplary customer service across all levels of the organization; embraces a never-say-no attitude when addressing customer issues. Identify recurring issues and communicates and or suggests future approaches to reduce repeat occurrences. Performs other duties as assigned.

QUALIFICATIONS

An undergraduate degree in a related field or 2+ years of technical support experience Excellent client-facing and internal communication skills Excellent written and verbal communication skills Solid organizational skills including attention to detail and multitasking skills Strong working knowledge of Microsoft 365 (Word, Excel, Access, Outlook) and of project management tools Ability to manage multiple priorities and have strong organization and analytical skills. Familiarity with Linux is ideal but not required.

EMPLOYEES SUPERVISED

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to lift up to 10 pounds.

The vision requirements include:

close vision and ability to adjust focus.

DUTIES AND RESPONSIBILITIES MAY BE ADDED, DELETED, OR CHANGED AT ANY TIME AT THE DISCRETION OF THE MANAGEMENT, FORMALLY OR INFORMALLY, EITHER VERBALLY OR IN WRITING. RSR

Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, RSR Group complies with applicable state and local laws governing nondiscrimination in employment.