IT Support Specialist I

Job Summary:

The IT Support Specialist position is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. The Specialist will participate in the assessment and deployment of applications necessary to meet the needs of the company and provide on-going support, enhancements and maintenance to systems in production. The position requires technical troubleshooting abilities and excellent customer service skills. This position reports to the Network Manager.

Responsibilities:

Triage issues and service requests via phone, e-mail, online, chat, etc. Troubleshoot the end user's issue and resolve upon the first contact, when possible. Accurately record and document all details of the issue or service request, including categorization and priority into the IT ticket system. Performance with AD. Ability to work with Switches, Routers, and Voice Communications a PLUS Provide remote access/VPN support. Provide "how to" assistance on all internally supported devices, applications, and systems. Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues. Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups. Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides. Analyze and design applications and processes to meet user needs. Install new releases. Maintain existing applications and processes. Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Required Qualifications:

Advanced desktop PC hardware and software knowledge and deployment per EMC standards. Server and networking knowledge plus Advanced MS Windows and MS Office knowledge Excellent customer service skills Strong troubleshooting skills Ability to quickly learn new technology and applications Solid written and verbal communication skills Strong time management skills Mature and self-motivated professional able to work in a fast-paced and constantly changing environment

Preferred Qualifications:

Ability to work well in a team atmosphere Effective written and verbal communication skills A focus on customer satisfaction, with strong interpersonal skills and responsiveness Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction Adherence to IT policies and processes to ensure consistent quality of service Strong troubleshooting and problem-solving skills Time management skills to ensure satisfaction with IT services and the completion of projects on time

Requirements:

Associates degree or Minimum of 3 years' experience Computer software and hardware troubleshooting knowledge and experience (required) Software and hardware certifications a plus EMC expects that every team member will be guided by EMC's Guiding Principles. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed