It Specialist

Learn the IT Support skills to resolve Level 1 and Level 2 support tickets Technology and Applications Learn the remote IT support skills to take end-user calls coming to the service desk call queue Learn to triage, prioritize, escalate, and execute resolution on support requests in an organized, efficient, and expedited way Learn to write and update the Knowledge Base documentation and standard operating procedures Learn to work within the ITIL framework, including assisting in the hands-on provisioning of services and accounts Shadow remote control of the end-user device and troubleshoot IT/Desktop issues Shadow and assist senior Service Desk Specialist in troubleshooting the network issues Port testing, Bandwidth monitoring, Shared drive issues, etc. Assist in Incident and Service request Management Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) Assist in developing/documentation of IT Infrastructure & Security knowledge base Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software Assist the IT Service desk team in supporting all the company's technology stack such as software, hardware, printers, and video conference units Collaborate with remote IT team members to build and maintain positive, productive team relationships Develop positive relationships with the business and other functions involved in downstream technical processes