IT Specialist
Purpose
Deliver world class IT service and support to the employees independent of region, country, or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for office and manufacturing environments via phone, email, chat, or in-person.
Success Criteria
Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
Resolve Incidents, Service Requests, and other tasks within their deadlines.
Good relationship with business partners and co-workers.
Show strong performance and development in all planned objectives.
Key Tasks & Responsibilities
Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.
Responsibility for administration of users, systems and user rights in accordance with company standards.
Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assigned
Advise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)
Ensure proper escalation and handover of cases from second line to the correct expert (third line).
Provide general local on-site and hands-on IT support at our facility in Tallahassee, FL, also assisting in the resolution of IT infrastructure incidents.
Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions
Ensure compliance with security policies as described in Corporate Standards as related to PC clients, and other IT systems and report any breaches to Security
Required Competencies
Exceptional Service and Customer mind-set
Problem Solver / Good troubleshooting skills
Good communication skills
Ability to work in a global and ever-changing environment
Able to work independently but also a good team player
Self-driven and able to take ownership of tasks and see them through to completion
In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
Technical experience supporting users globally in second line support.
Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.
Education & Experience
2-year degree in IT related field (required) OR
2-3 years of experience (required)
Bachelors degree in IT related field (preferred)
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